Stage - Automate
Objective - Route to Human
Business Problem:
  • Business wants to have all contacts from a specific channel to be handled by 1 agent.
Pain Points:
  1. Returning Contacts handled by multiple agents causes inconsistency in communication style.
  2. A different agent handling returning Contacts has less context of the Contacts.
  3. Businesses find it hard to track performance and accountability when all agents manage multiple channels.
Solutions Options:
  1. Create a new WF Template specifically showing how to identify the contact's channel then straight do assignment > then write the new page.
  2. Or Use existing Welcome Message: Channel Specific WF template > in kb page just show how to add the Assign To step into the WF template.