Create Multi-Agent Routing Links

First determine where the customer wants to go #

The diversion link integrates multiple reception accounts into one external entrance, and customers will be directed to contact one of the accounts after visiting. Suitable for handing over the same event or consultation entrance to multiple staff members. It does not mean that chat has occurred or customer assignment has been completed. After creation, the entrance verification needs to be actually opened.

First list the accounts, service languages, and persons in charge that can be accommodated this time, and remove accounts that are no longer in use. The complete algorithm of diversion rules, capacity judgment and account offline processing are not explained in the information, and there should be no direct commitment to equal distribution or automatic skipping of unavailable accounts.

Fill in the diversion link #

1. Go to "Marketing Services → Diversion Link" in the middle platform and select "Create Diversion Link".
2. Choose a platform. Here we take WhatsApp as an example. The specific behavior of other platforms needs to be confirmed according to their pages.
3. Fill in the link name, and it is recommended to include the purpose or source to facilitate subsequent search.
4. Select customer tags as needed. The documentation states that a public label is used here to distinguish customers contacted through this portal.
5. Fill in the country or region code and account of each reception account respectively, and use the add account portal to add more reception numbers.
6. Fill in the greeting, then check all accounts and content to complete the confirmation.

The greeting is pre-filled content on the client side #

When a customer opens a chat via a link, the greeting is used to pre-populate the chat. For example "Hi, I would like a product demo". It should be written according to the customer's expression and avoid being mistakenly written as an team member's self-introduction. Link jumps or input box pre-filling do not mean that the customer has sent the message, and the content received in the actual chat should prevail.

Verify the link and QR code before using #

1. After creation, find the corresponding name in the list and use "copy link" or view the QR code.
2. Open the link through the designated test device and confirm that you can enter the chat entrance of the expected account.
3. The test contact completes one transmission and checks the message and customer label received by the reception account.
4. Check different reception accounts separately to avoid incorrect input of numbers or long-term entry to unused accounts.
5. After verification, use the entrance for the required page or activity, and then check the access status through "Access Data".

The number of clicks and visit records are used to observe the usage of the portal and cannot independently represent the number of effective customers or transactions.

Check your result

Frequently asked questions