This recently published tutorial shows how to route returning customers to the most relevant agent to improve continuity and customer experience.
Here are some highlights. The tutorial:
- Covers three different routing methods: using contact-level data (last agent), case ownership, and previous outbound interactions (e.g., field technicians)
- Walks through how to identify the customer, determine the target agent, and route accordingly, with fallback options if the preferred agent is unavailable
- Includes step-by-step scenario logic using blocks like Identify Contact, Find Agent, and conditional routing, so admins can implement and customize the behavior in Scenario Builder