Keyword Routing

This article will explain how to add Keyword Routing to your workflows. This type of routing can be used to distribute different conversation topics in different queues.

Setting up keyword routing is beneficial in both resourcing and reporting. It enables you to allocate your users to work on particular topics and also allows you to see the volume of work against a topic in real time.

Keyword Routing can be configured using the Decision or Any Decision node in Workflow.

In this article, you’ll learn how to set a rule up with an Any Decision node.

Keyword Routing Setup

First, you will need to open the Configuration Menu and go to Workflow. Then you can Add a New Workflow (shown below).

This will create a new workflow template with a Start node already added for you.

Now using the dropdown list of nodes, select Any Decision and click Create – this will add the node as shown below.

You can find information about different workflow nodes here.

Select the AnyDecision node, and the details of this node will appear. You can then begin editing the node.

Select Add Condition. Then fill out the details like the below.

If you want to check Email Subjects instead of, or as well as body text, you can use Echo.Subject.

Next select Bulk Add Right – this means you can now begin to add your keywords. You’ll now want to group your keywords into separate conditions.

For example, you can create a condition for your delivery keywords and a condition for your returns keywords. This will allow you to send delivery messages to one queue and returns to another.

Here you can see an example of adding delivery keywords.

Once you’re happy, select Confirm.

Once confirmed you will see the node has been updated to look like this.

Now, let’s set up another condition.

Scroll down past any nodes you’ve added and select Add Condition. Then fill out the details like the below.

It’s good practice to name your condition as
something relevant to your keywords.

Next select Bulk Add Right. You can now start to add your next set of keywords. Here’s an example below:

Once you’re happy, select Confirm.

Once confirmed you will see the node has been updated to include the keywords.

We can now save this node. You’re able to add more conditions but for this example will just use two.

Click Save and your workflow should update to look similar to the below.

Before we start the next step you need to have created the queues you want items to route to and also set up a dynamic data type of status.

Now, let’s create 3 Create Interactions nodes.

  • One for delivery
  • One for returns
  • One for the failure connection (this is for when a keyword isn’t matched).

On each create interaction node select a queue (each create interaction node should have a different queue). Below is the example we have done for delivery.

Once you’ve updated the queue, select Save.

If you’d like to rename the nodes you’ve created, you can select the name and type a new one.

🗝️Make sure you choose names that allow you to tell the difference between them

Name the nodes you create so they are easily identifiable.

Now we want to add an Update Interaction node to set a data set, and set the dynamic data type of status to an open option. You can see more information on this on the update interaction section of our article on how to move work into your queue, here.

Once that node is configured, select Save. Then you can add the last node – the Stop node.

Once added you can link your nodes to together. See how we have done this on the example run in this article by using the Out connector on each node.

Here’s a brief explanation to clarify the above image.

  • The Start node out connector is selected as the Any Decision node so that the keywords can be checked for first.
  • Each set of conditions on the Any Decision node then links to the relevant Create Interaction node for each set of keywords (with the failure connection linking to the general queue, this is for when no keywords are matched).
  • Each Create Interaction node links to the Update Interaction node to ensure that the interaction is opened up and data has been set.
  • To finish the workflow, the Update Interaction node links to the stop node.

🗝️You will need to save the workflow then repoen it to publish the workflow out of draft.

Now you’ve configured your workflow, make sure you’ve saved and published your changes and applied them to the trigger you’d like to use.

🗝️ If you’d like to activate or upgrade Autoresponders for your customer service team, talk to your Account Manager or get in touch today.

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