Conversation Routing (Pre Route)
The purpose of this type of routing policy is to determine which User the conversation is distributed to. These policies are only fired when a message comes in for brand new conversation that is not already assigned to a User.
These policies are typically created but there is a Default Inbound that comes as a system policy (more info below) that acts as a catch all if an address has not been set up in a routing policy.
More information can be found here.
Contact Lookup
The purpose of this type of routing policy is to do a lookup and return Salesforce records that are relevant to the conversation. Typically this is achieved by using the inbound address and looking up standard objects such as Contacts or Accounts however this can also use custom objects if required.
You will only have 1 Contact Lookup policy which is created by default as a System Policy (more info below) and it is separated on a Channel Type basis allowing you to have different logic depending on the channel type.
More information can be found here.
Live Message Routing
The purpose of this type of routing policy is to allow you to manipulate your messages before they are delivered. The live message routing policies allow you to block or update a message before it’s delivered. For example, you may want to add a signature to every message before it’s sent so your customers are informed for who they are speaking with. You can also utilise Live Message Routing to take the message content and store this in Salesforce on a specific record.
More information can be found here.
Event Routing
The purpose of event routing policies are to be able to initiate a routing policy when a certain event happens - for example a message is sent. This is similar to the Live Message Routing in that you can create Salesforce records with the message contents but event routing offers the ability to setup retry logic and conditions to add more resiliency to ensure no data is missed if for example data is unable to be inserted into Salesforce at that time.
More information can be found here.
Digital System Policies
A system policy is a policy that comes out of the box and typically contains system components that cannot be added to other policies, they are usually a unique component that can only exist once.
Below is a list of the system policies and their purposes that come out of the box which are preinstalled.
Default Inbound (Digital)
Contains the Catch All system components which are used when a Digital address that is not assigned to a User or a Routing policy receives a message for a brand new conversation. This can also be used as a policy for routing individual addresses if needed but it’s recommended to keep these separated for organisation purposes.
Default Contact Lookup (Digital)
Contains the Lookup system components for each channel type which are used when a message is received on the appropriate channel for a Contact we cannot identify. For example if a message is received from an address that hasn’t messaged in before this will fire the relevant contact lookup based on the channel type.