Dynamic Chat in Marketo Engage provides powerful capabilities to ensure customer interactions are guided seamlessly to the right agents at the right time. Proper routing not only enhances customer experience but also streamlines your team's efficiency. In this blog, we’ll explore the various routing options available and share setup tips to help you make the most of Dynamic Chat.

Key Routing Methods

Dynamic Chat boasts several intelligent routing options to accommodate your requirements. Here’s a closer look:

1. Account Routing

Account routing allows you to prioritize customers from specific accounts. For example, high-value or strategic accounts can be assigned to designated agents. To set it up:

• Go to the account routing tab.
• Add the domain of the account (e.g., microsoft.com).
• Assign an agent to this account.

Whenever a visitor from this domain engages with Dynamic Chat, they’ll be routed to the assigned agent if available.

2. Custom Routing Rules

Custom routing rules let you define specific criteria based on lead or company attributes. These rules give granular control over routing logic. Steps to create custom rules:

• Navigate to the custom routing rules section.
• Define logic using attributes like country, job title, or any other synced fields.
• Assign agents to these rules.

Dynamic Chat evaluates the rules and prioritizes interactions according to the defined criteria.

3. Round Robin

Round Robin ensures a balanced distribution of customer inquiries among available agents. This prevents overloading individual agents while maintaining workflow equity. Dynamic Chat tracks the last agent who handled an interaction and assigns the next inquiry to the agent with the least workload.

4. Direct Assignment

Direct assignment is ideal for scenarios requiring expertise or an established customer relationship. You can route interactions to a specific agent by:

• Selecting the desired agent from the list.
• Ensuring all interactions reaching this point in the conversation are routed directly to them.

How to Set Up Routing Rules

Setting up routing in Dynamic Chat is straightforward. Here’s how to make it happen:

• Navigate to Routing Settings in the Dynamic Chat admin console.
• Define Account Routing by adding domains and assigning agents to accounts.
• Create Custom Rules based on lead and company attributes.
• Enable Round Robin to distribute interactions evenly among agents.
• Set up Direct Assignment by selecting specific agents.

Troubleshooting Routing Issues

Encounter routing challenges? Try these steps:

• Account Routing: Verify domain accuracy and agent assignment.
• Custom Rules: Review the logic and prioritization of your rules.
• Round Robin: Check the performance dashboard for interaction distribution.
• Direct Assignment: Ensure the correct agent has been selected.

Additional Tips

• Agent Permissions: Confirm that agents have necessary access to routing settings via the admin console under product profiles.
• Sync Completion: Customers receive a success message for sync completion through Pulse. If issues arise, support can assist in resolution.

Conclusion

Dynamic Chat’s routing options empower businesses to deliver tailored and efficient customer engagement. Whether you’re managing high-value accounts, balancing workloads, or providing specialized support, effective routing ensures every interaction contributes to building stronger relationships. Dive into Dynamic Chat’s settings today and unlock its full potential!