Routing Overview

Quick links in this article:

Before routing

Up to this point in your Gnatta setup (if you’ve been working through the articles in order, top to bottom!), you should have achieved the following:

• Connected media accounts for each of the channels you’d like to use in Gnatta

• Invited your users and sorted them into teams, with schedules and permissions for the relevant accounts

• Created a routing plan to determine which messages should go to which queues

• Created all of the relevant queues according to that routing plan

• Defined custom data fields and sets so you can preset customer information for your agents

If all of that is done, all that remains is to ‘switch it on’, by routing your channels to your queues in Workflow. This article will cover how to do that, at a high-level.

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Understanding Gnatta Config

Find or Create an Interaction

In order to get inbound contacts in front of an agent in Gnatta, you must do one of these things in your Workflow:

• Create an interaction, and assign it to a queue that the agent is working on

• Find an existing interaction, and attach the new message to it before assigning it to a queue that the agent is working on

Being able to find an existing interaction and make a decision to connect to it or create a brand new one is what makes Gnatta so powerful, and different from other software. As a contact centre manager, you can decide exactly what defines ‘new’ when it comes to interactions. This definition often varies between businesses. Here’s an example decision flow where a ‘new’ interaction is defined by the length of time that has passed since the last message was received:

1. Check for an existing interaction

2. If Gnatta finds one, check if it was Closed within the last 7 days

3. If it was in the last 7 days, connect the conversation to that interaction

4. If the existing interaction was older than 7 days, create a new one

Understanding the inherent flexibility over this definition should underpin the design of your routing flows.

How it works

Routing in Gnatta is controlled within the Workflow engine. In the briefest terms, you’ll need to do the following for each media account you’ve connected to Gnatta:

• Define a New Message Received Event - this tells Gnatta which media account it needs to listen to

• Add a routing Flow - to create an interaction in the right queue, based on your specific routing criteria

To get started, navigate to Workflow as follows:

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Get to Workflow via the cog in the top right of your screen

Create an event

First, you’ll need to create a New Message Received event for the media account in question. We’re going to use an Email in our example. The setup stepper may ask for a ‘Rule’ - this is the same as the ‘streams' on the media account, such as the inbox, outbox, or public comments.

The stepper will offer you an opportunity to add flows - but as we haven’t created them yet, save your new event. It’ll appear in the list on the left at the bottom, or you can search and filter the list to locate it.

Add a routing flow

Now that you’ve created your event, you need to attach some Flows. Flows tell Gnatta what to do when that event occurs. The first flow is going to be a routing flow.

You can build your routing flow from scratch, but we’d recommend using a template. Refer to your routing plan to identify the template that is most relevant for your needs.

Next, you’ll need to configure the template to match your needs. In our example, we would need to edit the Decision logic to match the email addresses we’re filtering for.

Then we’ll want to go into each Create Interaction action, and make sure that we’re creating our interaction into the right queues (the queues we’ve already created earlier in setup!).

You could, if you wanted to, preset a data field at this set with something relevant - such as the email address discovered by the filter!

Finally, we’re going to use the Update Interaction action to set the data group for all of these interactions - this makes sure the data group is displayed by default in the Update panel for your agents. If you don’t assign a data group, the data will still exist but it won’t be visible on the interaction unless the agent goes out of their way to open it.

Once you’ve given your Flow a name (click on ‘Untitled’ in the header bar), you can use File>Save and File>Publish to publish your flow.

You can now return to the Events tab in Workflow, find your New Message Received event, and attach your new routing flow.

And that’s it! You’re all done. This is what will happen:

• Gnatta will listen for new messages on the account and stream defined by your event

• Your routing flow will be triggered, creating interactions into relevant queues

• Gnatta will assign the interaction to any available workers for the team connected to the queue

What’s next?

If you’ve followed all of the knowledgebase setup articles in order, you should now have a functioning contact centre - conversations are coming into Gnatta and being created into interactions, then they’re being assigned to queues and routed to agents. Completely handsfree.

But - don’t stop here! Gnatta is full of cool customisation options that can take your contact centre to the next level.