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Engage Digital | Managing interactions in Routing mode

Last updated on February 08, 2022

Routing mode allows you to check what to prioritize since your messages are grouped together according to their workflow status. Interactions are routed to agents based on how they are configured in the admin interface and according to agent competencies and level of urgency.

A new interaction will first route to the Ongoing folder, and the agent will get an alert that there’s a new interaction. When the agent accepts the interaction by clicking on the chat, the message thread will pop up in the middle panel.

Your administrator may set a time limit for accepting interactions via the admin interface and any missed interaction will affect agent productivity. If set by your administrator, the notification for an awaiting interaction will no longer be visible once an awaiting interaction times out.

If there are inactive messages in the Ongoing folder, you will be alerted with a pop-up that the interaction has been inactive. You can declutter the Ongoing folder by choosing to defer that interaction to a later time, transfer it to another agent more capable of solving the interaction, or completing the interaction.

You can also use your message action items to perform interactions.

Message action items in Routing mode

Message action items can be used to respond to customer messages, transfer interactions, edit replies, and more. While some elements of the Inbox and Routing mode may differ, some message action items you’ll see in Inbox may also be available in Routing mode.

To access the action items for a message in Routing mode, simply hover over the message and the action items will appear to the left of the message.

The following list includes some action items that might be available to you:

Resume: Indicated by a rightward arrow inside a square icon, this allows you to reply to a message. This will allow you to respond back to cases that are completed and transfers the interaction from the History folder to the Ongoing folder.
Categorize thread: Indicated by a tag icon, this categorizes messages to a different folder.
Defer: Indicated by a clock icon, this delays a response to the message for a specified time period.
Transfer: Indicated by a rightward icon, this transfers the interaction to another team or agent.
Complete: Indicated by a checkmark icon, this marks the interaction as complete.
Print thread: Indicated by a printer icon, this lets you print or save a copy of the entire thread. Read Printing a thread for more information on this feature.
View audit log: Indicated by a notepad icon, this opens the Audit log window, which displays all messages and activity for all cases.
Change language: Allows you to switch to a different language setting. Once clicked, the Message language edition window will open up where you can select your preferred language.
Ignore: Indicated by an archive icon, this ignores all future messages in the same message thread.
Mute: Indicated by a speaker and x mark icon, this mutes all future messages in the same message thread.
Lock thread: Indicated by a lock icon, this will close and lock the message thread. You can’t reply to a locked thread.
Unlock thread: Indicated by a lock icon, this unlocks the message thread.
Ask an Expert: Allows you to consult an Engage Digital expert for help with a customer’s concern. Read Ask an Expert for more information on this feature.
Cobrowsing: Allows you to request a collaborative browsing session with a customer. Read Cobrowsing for more information on this feature.
Extra actions: Allows you to see other action items that you can do for a message. Some of the action items enumerated above can be accessed here, depending on how it’s configured by your admin.