Create a new rule

What is assignment rule ?

Rule is the important feature of Subiz - helping businesses to distribute customers' conversations. Instead of having to select departments manually and waiting to be connected, you can perform the process automatically, which helps to boost the productivity of the work by quickly connecting to agents.

How does Rule work ?

Depending on the need for conversation division, you can set up one or many rules. The rule works in order from top to bottom. You can arrange the order of rule in " Reorder " part.

For example, your business has 2 sale agents who word at the same time during office hours. Beyond working hours, if you want to inform customers that you are not online and invite them to leave messages and contacts, you can install 2 rules as follows:

  • During business hours: Apply competitive distribution - anyone who answers first will take care of that customer.

Assign to the first responder in business hour
  • Out of business hours: Assign to one agent and Subot

Assign out of business hour

Create a new rule

To set up a new rule, log into your account and go to Setting> Account> Message> Rule > Select New rule.

Add a new Rule

Then start to set up a new rule.

Step 1: Enter rule name and description

  • Rule Name: Enter rule name so that you can easily manage in the rule list

  • Description: Describe the condition and purpose of the rule

Rule name and description

Step 2: Select conditions for the rule

You can set up one or more conditions:

  • Click Add more condition to combine multiple conditions in a rule.

  • Select And / Or to determine the relationship between the conditions.

For example: Here is the rule to distribute conversations from customers in Vietnam or visit Subiz.com

Settin Condition

You can set one or more conditions based on List of rule condition.

CONDITION

USAGE

EXAMPLE

Any condition

By selecting this condition, all conversations will always be assigned to agents set up in the rule.

Condition: Any condition

General Condition

Non condition

When you select this condition, all conversations will be distributed to Agents

You can select: Non condition

Agent offline

You can use this condition to distribute conversations when no Agent is online.

Select Agent Offline condition, distribute the conversation to Subot and an Agent in charge of answering customers when he is online again.

Conversation created time

Time

When you want to assign conversations to agents based on time (hour) of the day, business hours....

After you have installed the Business Hours, you can create two rules as follows: Rule 1: Time - during working hours Rule 2: Time - out of working hours

Day of week

When you want to assign conversations to agents based on days in week.

You can create 2 Rules to distribute conversations according to Agent's working days: Rule 1: Day of the week - is any oD ​​- Monday, Wednesday, Friday, Sunday. Rule 2: Day of the week - is any of ​​- Tuesday, Thursday, Saturday.

Channels

Channel

Use when you want to distribute conversations according to user interaction channels. For example Subiz chat on the website, Fanpage, Subiz Email.

You create 3 rules dialog box conversations on 3 channels Subiz chat, Fanpage, Email as belows: Condition: 1. Channel - is - Subiz chat

2. Channel - is - Subiz Email

3. Channel - is - Fanpage

Page URL

Each URL typically focuses on a specific product or service, Subiz can identify which URL customers are viewing and assign the conversation to each Agent.

Visitors to Subiz's website will be distributed to Agent A

Condition: Page URL - contains - Subiz.com

Page title

Purpose of page title are almost the same as page URL. You can use it to assign conversations from specific pages to suitable agents.

Visitors to the page titled "Camera" will distribute the conversation to Agent A.

Condition: Page Title - Contains - Camera

Channel Source

Use when you want to assign a conversation agent to a specific Fanpage or email address

Distribute conversations from specific Fanpage or Emails: Source of conversation - is any of ​​- Subiz, [email protected]

Location and Language

Country code

Use when you want to rely on the country code of the visitor to distribute the conversation. Country code based on ISO Code (2 characters), capitalized both letters. Refer to the list of country codes For example: Vietnam = US, US = US, China = CN, South Korea = KR, Japan = JP

Distributing foreign customer dialogue for international agents

Condition: Country code - not is - VN

City

Use when you want to rely on your city's address to distribute the conversation. As the English name of the city, only capitalize the first letters of the word. Refer to the name of each country. For example: Hanoi, Ho Chi Minh City, New York, Hong Kong.

Distributed dialogue for user from Hanoi for agent Hanoi

Condition: City - is - Hanoi

Timezone

Deliver the conversation based on the user's time zone. Timezone code is based on UTC. Refer to the timezone zone list. Example: Vietnam and Southeast Asia - UTC +7 G

Distributed dialogue for customers from South East Asia for Agent A South East Asia. Condition: Time zone - is - UTC +7 G

Browser language

Look up codes of browser language in ISO Language Code, for example, vi-VN, en-US. Assign the conversation to agents who can use the language that customers use in their browser.

Customers using the English language on the program will distribute the dialogue to the international agent group.

Condition: Browser language - is - en - US

Traffic

Device

Use when you want to rely on customer access device: Personal Computer, Phone, Tablet

Assign conversations of customers using personal computers Condition: Device - is any of ​​- Personal computer

Number of Sessions

Use when you want to base on the number of visits to your website.

Distributing conversations of customers who have visited the site more than 3 times Condition: Number of sessions - is greater than - 3

Total conversations

This condition will be based on the total number of customers' conversations taking place on Subiz

You want customers who have chat to more than 3 times will be supported by support department Condition: Total conversations - is greater than - 3

User

Name

Identify name of customers and assign conversation to a specific agent.

The customer's conversation delivery has the name of the Service Agent

Condition: Name - Not empty

Email

Identify email of customers and assign conversation to a specific agent.

Deliver the user's conversation who has email address to consultant. Condition: Email Address - Not empty

Phone

Identify phone number of customers and assign conversation to a specific agent. Phone numbers are a set of numbers, not contain special characters

Deliver the user's conversation with an email address to the Agent who in charge Call Center. Condition: Phone number - Not empty

Address

Use when you want to rely on the visitor's address to distribute the conversation

Distribute of Hanoi customer conversations for Hanoi branch Conditions: Address - contains - Hanoi

Time on page

Use when you want to rely on customer time on your website

Distribute conversations of customers who have been on the web more than 15s for Sale Agent

Condition: Time on page - isgreater than - 15

Website

Use when you want to rely on visitors' website to distribute conversations

Your business manages customers based on websites. To distribute the conversation according to the website of the guest you create the following conditions:

Condition: Website - is - Subiz.com

Step 3: Set up how to assign conversations to agents

Select Agent(s) who will receive and take over conversations that meet the conditions set above.

The ways to distribute conversations
  • Assign to specific agent(s): assign conversations to one or several agents. Click (+), (-) to select/deselect Agent.

  • Assign to all agents(s): assign to all agents in the agent list of your account

  • Assign to the first res-ponder: This rule aims to promote competitiveness for businesses that have multiple agents. All selected agents will receive notifications of new conversation, and the one who respond first will join this conversation.

  • Assign to group: assign conversations to a group which is created before.

  • Assign to agent(s) who has last activity with user: assign conversation to agent(s) who have the latest conversation with user

  • Assign to round robin conversations: You have multiple agents and want to divide conversations equally to agents.

Note: In addition, with each of the above distribution ways, you can also select option assign to Only available Agents. The purpose of this option is to support businesses with many agents and work in fixed shifts. Agents who are not online will not be distributed and receive notifications for the conversation

For example: Assign round robin conversation to all online agents:

Assign round robin conversation to all online agents:

Note:

  • Rule is a necessary setting for each account to distribute conversations to the right agents to reduce the time customers have to wait and improve interaction efficiency. In case you do not set up any Rule, the system will by default distribute the conversation to all agents in the account.

  • You can create multiple rules and change rules over time to suit the number of agents and how your business works.