Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
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Getting Contacts to Message You
Automated Welcome and Away Messages
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Glossary of Terms
Channels
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
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Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
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Facebook Messenger Overview
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Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
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Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
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Reports: Users
Reports: Broadcasts
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Inbox Overview
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Using AI Assist
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Broadcasts Module
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Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: AI Agent
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Date & Time
Step: Wait
Step: Trigger Another Workflow
Step: HTTP Request
Step: Add Google Sheets Row
Step: Send Conversions API Event
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Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
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Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
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Workspace Settings: Data Import
Workspace Settings: Lifecycle
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Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Organization Settings: Security
User Account
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Installing respond.io Mobile App
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Help Menu
Conversation Led Growth
Capture Conversations
How to Streamline Meeting Scheduling via CTC Ads
How to Route Contacts from CTC Ads to Agents
How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
How to Send Outbound Sales Messages
How to Send Outbound Support Messages
How to Track Conversation Source from Multiple Websites
Automate Conversations
How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Automatically Qualify Contacts Based on Budget Using AI Agent
How to Block Contacts and Manage Spam
How to Create Automated Welcome and Away Messages
How to Create Automated Chat Menus
How to Route Contacts to Preferred AI Agent
How to Route Contacts by their Preferred Language
How to Route New and Returning Contacts
How to Route Contacts by Team Functions
How to Route Contacts by Shifts
How to Enrich Customer Data from a CRM or other Business Software
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Collect Contacts’ Emails and Phone Numbers
How to Get Contacts’ Consent for Personal Data Collection
How to Route VIP Contacts
How to Promptly Transfer Conversation Between Agents
How to Guide Customers from Exploration to Purchase with Engaging Menus
How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
Converse with Customers
How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agents’ Productivity in the Inbox Module
How to Write an Optimal AI Persona (Best Practices)
How to Write the Best Knowledge Sources for AI Agents
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
Reporting and Analytics
Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
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CRM Integration: HubSpot
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CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make
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Developer API
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Table of Contents
- Home
- Conversation Led Growth
- Automate Conversations
- How to Route Contacts by Team Functions
How to Route Contacts by Team Functions
It is important to set up a good automated routing system to help streamline your customer service process and ensure your Contacts are being attended to by the correct team in a timely manner.
Benefits of Routing Contacts by Team Functions
Route Contacts by team functions to:
- improve customer experience when Contacts are routed to agents who have the expertise to address their specific concerns effectively.
- improve resolution time by connecting Contacts to the right team, reducing transfer and escalation time.
Methods for Routing Contacts by Team Functions
- Route based on Contact’s answer.
- Route based on Contact data.
Route based on Contact’s answer
- Ask Contacts the team they want to speak to.
- Route Contacts to the right team for assistance.
Ask Contacts the team they want to speak to
In the Workflows module, click + Add Workflow > Click Multi-Team Routing: Multiple Choice by Contact > Click Use Template.
1. Trigger: The Workflow starts when a conversation is opened by a Contact.
2. Ask for Team: This is the Ask a Question step to ask Contact the team the Contact wants to speak to and save the answer as Variables. The Variable will be used in this Workflow’s Branch step for routing purposes.
The Ask a Question Step can be set up with multiple choice answers. In this Workflow Template example, we have prepared answer options as follows:
- Sales
- Support
Route Contacts to the right team for assistance
3. Sales or Support Branch: This is a Branch step to route Contact to the right team based on the answer the Contact has selected in the previous Ask a Question step. If the Contact selects the answer option Sales or Support, the Contact will be routed to Branch 1 or Branch 2 respectively.
4. Assign to Sales Team / Assign to Support Team: Configure this Assign To step with a team based on your business needs.
5. Assignment Message: Sends a message to inform Contact about their assignment status.
Route based on Contact data
Contact information such as language or country can be derived automatically from the Channel the Contacts used to message your business or from the Contact's phone number.
Use a Branch step to route Contacts based on existing Contact information. We’ll use Language as the Contact Field in this example.
In the Workflow, add a Branch step and configure the step:
- Category: Contact Field
- Field: Language
- Operator: is equal to
- Select: Select your desired language.
Feeling stuck? Do not fear.
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How to Route New and Returning Contacts
How to Route Contacts by Shifts
Related Articles
How to Route Contacts by Shifts
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How to Route Contacts by their Preferred Language
In this article, you’ll discover how to automatically route contacts to Agents based on the Contact’s language preferences.
How to Route VIP Contacts
Learn how to identify VIP Customers to route and manage them differently from other Customers using Workflows.