When your team actively listens to customers, the conversation becomes more useful both for the customer and your product. The first step to actively listen to your customers is to make sure the right team members are assigned with the right customer query.
Keyword based conversation routing
When user defined keywords are identified in a customer conversation, this snap-in will automatically assign the conversation to the mapped team member. Multiple keywords can be mapped to a single team member.
Set default conversation owners
You can set a default conversation owner. This will route conversations to this default team member when the conversation does not match any defined keyword. If you don't want a default conversation owner, you can omit the value of the default owner.
To enable the conversation routing snap-in, click the Install button and provide mapping for keywords to the right team members. For example, you can route customer conversations having the keyword
payments to your team member firstname.lastname@example.org.