What is a Digital Routing Policy?
A Digital Routing policy is a new type of Routing Policy in Natterbox where you can control the routing for your Digital Communication. The Conversation Routing policies intention is to locate a User in which to connect the conversation to, typically using a series of logic to identify the most relevant User - for example, a Lead Owner.
How do they differ from Voice Routing Policies?
The key differences between Voice and Digital is simply what kinds of traffic routes through each ones. Voice handles voice traffic only whereas Digital can only handle digital traffic. In terms of functionality they are mostly the same in terms of logic you can utilise in your routing such as rules and querying data in Salesforce, the main apps that are different are the distribution apps. For example, in the Voice world you would have a Call Queue but in the digital world you would have a Digital Connect.
Digital Routing Policy Apps
Digital Only Apps
The following apps are only available in Digital Routing Policies.
Name | Description | Purpose |
|---|---|---|
Digital Connect | Connects the conversation to a User | To specify a User that the Digital Conversation will be routed to. |
Assign Records | Assign records to the conversation | To assign records to the conversation for reporting and conversation management. |
Block Message | Block the message from being delivered | To block the message from being delivered and provide a reason why. |
Update Message | Update a message before it is delivered | To update and manipulate a message before it is delivered. |
Existing Routing Policy Apps
The following apps are also available to provide the ability to Query, Create, Update data in Salesforce and then utilise this data to route appropriately.
Digital Routing Policy Macros
The following Macros can be utilised in Digital Routing Policies to introduce logic based on the conversation or message as well as to utilise in storing data in Salesforce.
Macro | Description |
|---|---|
$(DigitalDirection) | The direction of the message being sent, resolves to INBOUND or OUTBOUND. |
$(DigitalPayLoadText) | The text content of the message. |
$(DigitalChannelType) | The channel type of the message, e.g. SMS, WHATSAPP. |
$(DigitalIdentityAddress) | The digital channel address of the Contact that the message relates to. |
$(DigitalChannelAddress) | The digital channel address of the Agent that the message relates to. |
$(DigitalContactDisplayName) | The display name of the Contact. |
$(DigitalChannelGroupName) | The name of the Digital Channel Group that the channel is allocated to. |
$(DigitalChannelGroupDescription) | The description of the Digital Channel Group that the channel is allocated to. |
$(DigitalChannelGroupType) | The type of the Digital Channel Group, e.g. SHARED or PRIVATE. |
$(DigitalMessageDate) | The date that the message was sent or received. |
$(DigitalMessageDateUTC) | The date that the message was sent or receive in UTC. |
$(DigitalMessageDateEpoch) | The epoch timestamp of when the message was sent or received. |
$(DigitalConversationOwnerId) | The Owner Id of the Digital Conversation, if value is updated during routing this will resolve to the newest value. |
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.
Can I have a Routing Policy that handles Voice and Digital traffic together?
Currently no, routing is split for Voice and Digital.