Agent Department Rules

You can create departments based on specific routing preferences using Department Rules. Currently, three routing options are available: Channel, Contact, and Identify Keyword.

If you choose "Route by Channel," the routing options will be based on the channel integrated into Interaction.

If you choose "Route by Contact," the routing options will be based on the contact information entered in the previous interaction.

Finally, routing preferences can also be based on "Identify by Keyword," which makes it easy to manage routing options based on previously used keywords.