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Route Tickets Immediately With Real-Time Routing Webhook

Updated

You can use Real-Time Routing to distribute tickets in real time. Instead of polling views for new tickets, you can trigger round robin assignment to run immediately when a new ticket is created. This is especially useful for social messaging channels like WhatsApp where tickets should be routed to an agent immediately. 

Real-Time Routing may not be available by default. Please contact us to enable it if you don't see it under Workflows.

Setup

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

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

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 Webhook is automatically created for you. You'll reference this webhook in your trigger (step 4).

enable-real-time-routing.png

3. Create trigger-based queues

There are two types of queues:

  • Scheduled: Classic option where a scheduled job periodically checks the selected view for tickets.
  • Trigger: 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 WhatsApp queue.

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

  • Type = Choose Trigger
  • Group = Select the group that should trigger real-time routing
  • Routing model = Round Robin or Least Active
  • Rotate between = Choose Agents or Group members
  • Assign to = Select specific agents or groups that should receive tickets from the queue

Some options such as "Daily limit" are not available for trigger-based queues.

trigger-based-queue.png

4. Create trigger to notify active webhook

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

Trigger name: Real-Time Routing Trigger

Conditions (meet ALL):

  • Ticket > Is > Created
  • Assignee > Is > -

Conditions (meet ANY):

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

Actions:

  • Notify active webhook > Playlist Real-Time Routing Webhook
    • URL parameters (remove, not needed)

real-time_routing_trigger.png

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