23.3.3. Conversation Routing

What is Conversation routing?

Conversation routing is where the first message of an unassigned conversation is received which will then route through a routing policy to determine who the conversation is routed to. This will take into account Channel Groups and if Channels are grouped together then it will use the mapping for a previous channel if there’s already a connection to a user - more information here.

When does this trigger?

These policies are ran when a message is received inbound where a conversation with a User does not already exist. The purpose of these types of routing policies are to return a User for which a conversation can be created and routed to. When a message already belongs to an existing conversation that is routed to a User these policies do not fire to change the routing.

Distribution types

The type of distribution dictates how a message/conversation is routed to a User or a Group of Users. Currently the main method of distribution focuses on Digital Connect which is a direct connection to a specific User.

Digital Connect

Connects the conversation to a specified User either in the form of a user selected from the dropdown or from the value of a macro (such as a lookup in Salesforce to return a User).

FAQ

What minimum Natterbox Salesforce package version must I be on?

It is typically recommended to always be on the latest stable version, but the minimum version for the Digital Routing Policies feature is 1.310. More information can be found here.