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Real-time Routing for Social Messaging in Zendesk

  • Updated

You can use the Real-Time Routing workflow to distribute tickets in real time. Instead of periodically checking views for tickets, you can trigger round robin ticket assignment when a new ticket is created based on its group.

This is especially useful for social messaging channels like WhatsApp where tickets need to be routed to an agent immediately. It may also consume less API calls (compared to standard method with views) depending on your ticket volume, number of queues, and team size.

Real-Time Routing is not available by default. Please contact us to opt in and enable the feature.

Setup

There are 4 steps to set up Real-Time Routing:

  1. Generate Playlist API Key
  2. Enable Real-Time Routing
  3. Create group-based queues
  4. Create trigger to notify target

1. Generate Playlist API key

If you have not already done so, generate your Playlist API key. 

2. Enable Real-Time Routing

Go to Playlist Setup > Workflows > Real-Time Routing. Click on Enabled.

When you enable the workflow for the first time, a Playlist Real-Time Routing Target is automatically created for you. You'll reference this target in your trigger (step 4).

enable-real-time-routing.png

3. Create group-based queues

When you opt in to the feature, you'll notice a new Type field for queues and can choose between two types:

  • View - classic option where a scheduled job periodically checks the selected view for tickets
  • Group - used specifically for the real-time routing workflow

For example, you can create a queue based on a WhatsApp group. When a new ticket is created for the WhatsApp group, it will be immediately routed to the appropriate agent working out of the queue.

Configuring a group-based queue is similar to how you'd normally set up a queue, except that you'll be selecting a group instead of a view. 

Type: Group

Group: select the group that should trigger real-time routing

Routing model: Round Robin or Least Active

Rotate between: Agents or Group members

Assign to: select specific agents or groups that should receive tickets from the queue

Note: Use SLA and the Skills-Based routing model are not available for group-based queues.

group-based-queue-whatsapp-example.png

4. Create trigger to notify target

The final step is to create a trigger to notify the Playlist Real-Time Routing Target. Here's a sample trigger to help you get started.

Trigger name: Real-Time Routing Trigger

Conditions (meet ALL):

  • Ticket > Is > Created
  • Status > Less than > Pending
  • Assignee > Is > -

Conditions (meet ANY):

  • Group > Is > Group that should trigger real-time routing
  • Group > Is > Another group "
  • Group > Is > ...

Actions:

  • Notify target > Playlist Real-Time Routing Target
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