What is Event Routing?
Event routing is the ability to trigger a routing policy based on an event happening on the Natterbox platform such as a Message is sent by a User. These are currently only supported for Digital messaging but will be expanded to other areas of the Natterbox product in the future.
When an event has been set up within a Data Analytics routing policy it will activate this policy when the event is triggered allowing you to do actions based on this event. For example, you may want to create a Salesforce record every time a message is sent containing the message content.
Setting up an Event Routing Policy
Events are available in Data Analytics routing policy in the form of a start component labelled “Event”.
To start setting up an Event Routing Policy you will first need to create a Data Analytics routing policy and then hover over the Start section to add an Event container.
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You will now have an empty event within your Routing Policy.
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Selecting the Event will display the app on the right hand side window.
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To select an Event press the “Select Event” button
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You will now see a list of events that you can select from, for each Event container only one event can be selected at a time but you can add multiple event containers to a policy.
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Selecting an Event and pressing Save will close this screen and the event container will now be updated with the label of the event you selected. See below as an example.
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Now you have created an event you can now configure the rest of your policy for what you would like to happen when this event is triggered.
An example solution is to have the message contents stored in Salesforce as an Activity when a message is sent or received - see our solution guide that can be found here.
Events
Below is a list of all the events that are available for routing, please note that not all events can be triggered directly by a User action and some events are triggered by the Natterbox platform such as message deletions.
Event Category | Event Name | Event Description |
|---|---|---|
Conversation | A Digital Conversation is created. | |
A Digital Conversation is updated. | ||
A Digital Conversation is deleted. | ||
Message | A Digital Message is updated. | |
A Digital Message is created. | ||
A Digital Message is deleted. | ||
Wrap-Up | A Digital Wrap-Up is created. | |
A Digital Wrap-Up is updated. | ||
A Digital Wrap-Up is deleted. | ||
Message Dispatch | An inbound message has been received and is being routed, this does not account for if a message is blocked or unable to be delivered. | |
An outbound message has been sent and is being routed, this does not account for if a message is blocked or unable to be delivered. | ||
An inbound message has been received and routed to a conversation. | ||
An outbound message has been sent and routed to the carrier, this does not guarantee delivery but indicates that the message has been sent on to the carrier for delivery. | ||
An inbound message has been received and it was deleted whilst being routed, most likely to due a block policy. | ||
An outbound message has been received and it was deleted whilst being routed, most likely to due a block policy. |
Retries
An Event will retry if this is routed through a retry app, when an event is set up to be retried it is added to a queue that will retry at increasing intervals until it has successfully completed (meaning it hasn’t routed through a retry app again) or has reached the set duration expiry.
When adding an event to a data analytics routing policy you can also configure the duration this will remain in the retry queue (in hours)
In the above example this will remain in the retry queue for 24 hours until either the event has completed or until 24 hours have passed.
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 1.316. More information can be found here.