Dispatcher: basic information

Dispatcher allows to automate the processing of new requests and work with the. For example:

  • changing various parameters of requests;
  • creation of a chat-bot according to the specified algorithms;
  • distribution of requests to departments/responsible agents depending on their busyness and working hours, as well as other related parameters;
  • working with existing integrations and ones created with the help of rules;
  • automatic filling of custom fields of the request;
  • sending of any notifications to the users to messengers and by email;
  • creation of complex structures of analysis of the received information from clients for classification and further workflow.

Properly configured system automation allows agents to process requests much faster and not to waste time on routine work, such as selecting any parameters in the request. 

 

To provide access to the Dispatcher for the group of agents, please open "Management" -> "Group access rights":

 

It is also possible to provide access only to "read only" mode.

 

To create a rule, open "Dispatcher" menu. You can create both rule and groups of rules.

 

In the Dispatcher you can:

  • create new rules and rule groups;
  • enable and disable them;
  • edit, copy or delete existing rules;
  • search by rule name.

When creating multiple rules, consider their structure, actions and conditions, and their possible effect on other rules, including the order in which they are executed. Important: conditions related to changes, replies and internal notes will be met only if they were manually done in the request. This means that replies/internal notes/changes made by other rules will not be checked by the dispatcher. 

 

Please note that the execution priority is determined by the order of the rules (groups) in the section. To change the priority of a rule simply drag and drop one on top of the other. 

 

There are two types of rules where:

  1. all of the specified conditions are met (conditions "and" are used);
  2. any of the specified conditions.

You can also divide rules into those where:

  • conditions or set of conditions are specified;
  • set actions or a set of actions that are performed at the same time.
     

Once a rule is created, it starts working in requests where the conditions will be met.

 

You can learn more about conditions and actions existing in the system in our articles:

  • Setting conditions for rules
  • Setting actions for rules
     

Such actions as rule creation, modification (enabling/disabling) or deletion are displayed in the "Global Audit" section. 

 

Let's see an example of rule creation.

Often a situation arises when you have a contact form on your site from which information comes to the system on behalf of the service mailbox, but you need the request to be on behalf of the client.

For this situation we have a mechanism that will change the client. To do this, you need to create two rules:

1) Change requester to template from the first reply in the request:

 

2) Create user from the first reply by template:

 

Consider another example of a frequently used rule. By default, when a request arrives, it has no assignee and the agent is supposed to pick it up themselves or a senior manager will appoint an assignee. However there is an opportunity to set up so that the system itself will distribute requests - assigning them to a less busy operator.

 

The rule will distribute requests within one hour to a user from the Agent group with the status "Online" and on condition that they have less than five requests in the status of "Open" or "In progress" from the selected channels in case if at the moment of distribution the request does not change its status to "Completed". 

 

If you have any questions, suggestions, or you do not manage to create the necessary rule - feel free to contact our support team!

Dispatcher, Automation