How Iterable Solved Complex Request Routing with Foqal

When Rachel and Margaret from Iterable came to us, they told us they have a very specific workflow.

1. Workflow varies based on support package offering
2. To establish a great relationship with their customers, requests need to be efficiently routed to the assigned agent for each account.
3. If that agent is away or on vacation, it should go to a backup agent.
4. If the request comes in after hours, it should direct customers to use the global support center.
5. However the global support center is not 24/7, so if the request comes in after those hours, the customer should be notified and given options for emergencies.
6. We want this to work in Slack and Microsoft Teams

And these requirements don’t even include escalations and L2 support.

With Foqal tag and emoji automations Rachel and Margaret were easily able to achieve all of this. First they grouped the channels by the assigned agent and applied an automation to each group. This automation would look at the hours of operation of the assigned agent, their holiday schedule, the global support schedule and take one of 3 actions. If the agent was available, the bot would allow the agent to respond. If the agent was unavailable, the automation would either route the request to the global support or notify the customer about hours of operation and provide them a path for emergencies. If an agent ever needs to take a personal day or vacation, they simply flip a switch in the workflow, and this logic automatically routes customers to the global support center or a backup agent depending on if its Slack or Microsoft Teams.

But this is only the beginning. In the future Rachel and Margaret want to automate everything and remove even more manual steps. They are exploring Threaded Mode - a mode where messages are automatically converted to tickets and automation runs with no user intervention. They are also exploring options to allow customers to enter a priority and build automatic escalation directly into Slack. All of this is possible with Foqal Agent’s Automations, integrations with services such as Pager Duty, Zapier, and Salesforce, and our developer APIs and web hooks.

What is the outcome of all this automation and ticket routing? Customers don’t know the difference (and they shouldn’t). But Agents couldn’t be happier - their day is simpler because they can see all of their customer’s requests in a single place and they know nothing is going to be missed or lost in the cluttered disarray of Slack. Plus they know, when they go on vacation, someone is there to cover!

Further reading…

Want to know more about request routing? Checkout our previous post with recommendations and a how-to guide on how you can set up request routing with Foqal. Want to hear about other customer’s experiences with Foqal? Join us Sept 19th at 10am PDT for a live webinar where we will talk about Streamlining Message-based Customer Service for Increased CSAT and Reduced Costs. Ready to start? Book a Demo or Add to Slack today.

Iterable is the top-rated AI-powered cross-channel customer communication platform that helps organizations like Redfin, DoorDash, Calm, and Box to activate customers with joyful interactions at scale. With Iterable, organizations drive high growth with individualized, harmonized and dynamic communications that engage customers throughout the entire lifecycle at the right time.