Handling Active vs Inactive Messages in Zendesk
How does omnichannel routing handle active and inactive messages differently?
Omnichannel routing in Zendesk allows you to prioritize active messaging conversations over inactive ones. This is achieved by creating custom queues and using triggers to identify when a message becomes inactive. Active messages are routed to agents with higher priority, while inactive messages are handled by a separate group of agents.
To implement this, you can set up two custom queues: one for active messages and another for inactive messages. Active messages are prioritized and assigned to agents in the Active Primary and Active Secondary groups, while inactive messages are assigned to the Inactive Primary group, with the Backup group as a fallback. This setup ensures that active conversations are addressed promptly, while inactive ones are processed at a lower priority. For more details, check out theoriginal documentation.
More related questions
What are the steps to set up omnichannel routing for active and inactive messages?
To set up omnichannel routing for active and inactive messages, you need to configure custom queues and create triggers. First, ensure that omnichannel routing is enabled and messaging activity routing is turned off. Next, create groups of agents…
How can I create groups of agents for handling messages in Zendesk?
Creating groups of agents in Zendesk helps manage ticket assignments based on skills or experience. To create groups for handling messages, go to the Admin Center, click on People, then select Team > Groups. Click 'Add group' and enter a group…
What triggers should I create to identify inactive messaging tickets?
To identify inactive messaging tickets in Zendesk, you need to create specific triggers. Start by creating a trigger to tag active messaging tickets. This involves setting conditions such as the ticket channel being 'Messaging' and the ticket…
How do I configure custom queues for active and inactive messages?
Configuring custom queues in Zendesk allows you to manage active and inactive messages separately. To define a queue for active messages, go to the Admin Center, click on Objects and rules, then select Omnichannel routing > Queues. Create a queue…
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