Article: Route Contacts by Language
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S
Sana Nazir Ahmad
Stage: Automation
Objective: Ability to create workflows that can route customer conversations according to language preferences: Route to Human > Language Based Routing.
Business Problem: Customers should be routed based on their language preferences using workflows.
Pain Points: Businesses with international customers find it difficult to create workflows that route the conversation according to the customer's desired language.
Solutions:
To create a workflow that triggers when a conversation is initiated:
- Create a new workflow;
- Add a trigger step to initiate the workflow when a conversation is opened;
- Add a branch step to branch the workflow based on the languages provided;
- For each branch, configure the branch for the language that you want to support;
- Contact Field > Language > is equal to > Language
- Add a send a message step, to send a welcome message in the corresponding language
- Later add an ask a question step to collect the contact information that you need based on your business.
JQ Lee
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JQ Lee
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Article: Route Contacts by Language
S
Sana Nazir Ahmad
Business Problem: Business wants to route contacts based on contact's preferred language.
Pain Points: Businesses with international customers find it challenging to create workflows that route the conversation according to the customer's desired language.
S
Sana Nazir Ahmad
Stage: Automation
Objective: Route to Human > Language Based Routing
Potential Solution:
Method 1: For channels that don't populate the language field automatically because the language field is a standard field on the platform: Ask Contact for their preferred language.
Workflow example:
Add ask a question step (multiple choice of language A or B) to then save the answer as a variable.
Add a step to update a contact field Language.
Add a step to assign to english team or other language team.
Method 2: For channels that populate the language field automatically:
Workflow example:
Add a branch step to identify the language
configure the branch for the language that you want to support:
Eg: Contact Field > Language > is equal to > English
Add a send a message step, to send a welcome message in the corresponding language.