Routing rules help businesses with multiple customer service teams or groups distribute incoming customer enquiries to their preferred destinations.

In maaiiconnect, routing rules can be based on linear sequence, volume percentage or time of day. They are available for Tags, Virtual Numbers, and Omnichannel.

• Alternative routing - distributes incoming enquiries in a linear pattern to your set destination.
• Percentage routing - distributes incoming enquiries at percentage value.
• Time-based routing - distributes incoming enquiries using time allocation.
• Sticky routing - establish a relationship between a visitor and your staff. New enquiries from the same visitor will directly route to someone that helped them in the past.

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You can add up to five (5) destinations per routing condition.

Alternative Routing

To set up alternative routing:

• Under Routing Settings, select Alternative Routing

• Click on (+) Add Destination. A pop window will display for the Destination List
• Select for the Destination to add in the routing (Service Group or Chatbot) or create a new one.

Time Routing

To set up percentage routing:

• Under Routing Settings, select Time Routing

• On the Every drop-down field, Select Days of Week.

• The From and To fields set the start and end times, respectively.

• Click on (+) Add Destination. A pop window will display for the Destination List.

• Select for the Destination to add in the routing (Service Group or Chatbot) or create a new one. You can add up to five (5) destinations in the routing.

• On the Otherwise field, select the destination where you want to route the enquiries that do not fall within the previous condition's scope (s).

• If you wish to add more specific times, click on + Add New Condition and repeat the previous steps.

To preview the time routing in your timezone, click Preview in my timezone. A pop-up window will appear with the routing schedule set according to the timezone of your maaiiconnect service.

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Time Format: 24-hour notation in the form HH:MM | UTC +00:00 Timezone

Percentage Routing

To set a Percentage routing:

• Under Routing Settings, select Percentage Routing
• On the Every text field, enter a numeric value that represents the percentage.
• Click on (+) Add Destination. A pop window will display for the Destination List.
• Select for the Destination to add in the routing (Service Group or Chatbot) or create a new one. You can add up to five (5) destinations in the routing.
• On the Otherwise field, select the destination where you want to route the enquiries that do not fall within the previous condition's scope (s).
• If you wish to add more percentage values, click on + Add New Condition and repeat the previous steps.

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The percentage value should be between 1 and 99.

Sticky Routing

When enabled, maaiiconnect will create a sticky binding between the visitor and the Staff member who handles their enquiry.

• To enable the Sticky Routing function, click on the grey (disabled) toggle button to switch it on.