Business texting is hot! But how do you manage hundreds or even thousands of inbound text inquiries? Aerialink Conversations’ customers have been using Automated Text Routing methods for years, but one recently released method is getting a lot of attention and adoption at the moment: Round Robin Routing.
For those of you that use or offer call routing systems, you know that round robin call routing is adopted by many contact centers and businesses. The popularity of this routing method made it an obvious addition for text routing.
In our second out of three blog posts about Automated Text Routing (ATR), we will describe how Round Robin works and how to enable it to manage inbound texts.
It really doesn’t matter if you have a handful of customer text inquiries trickling in or hundreds arriving at once in response to a campaign, a customer inquiry needs to be addressed, and the quicker the better. Enabling Round Robin routing ensures that every new conversation that arrives is assigned ownership to an Agent so that you never miss a customer text.
How it works
Round Robin method assigns new inbound conversations to a pre-defined Group. The assignment works in a circular manner to each logged in Agent that is a member of that Group. When an Agent logs off, they are no longer included in the assignment rotation. If all members of the Group are logged off, then the assignment will default to the next routing method governed by the system’s pre-defined order as follows:
- Keyword – when an inbound Keyword or Pattern (string of text) is received from mobile, lower level assignment rules are ignored.
- Customer Number – when Agent or Group assignment is specified in customer record, lower level assignment rules are ignored.
- Round Robin – when a Group is enabled with Round Robin assignment, lower level assignment rules are ignored.
- Business Number – when Business Number is auto-assigned to a Group or Agent, the conversation will be assigned to this method when none of the above rules are enabled.
A Company Admin role can enable Round Robin with the following steps:
- Navigate to Settings>Agent Groups page and select “edit” for the Group to which you want to apply Round Robin routing.
- Enable “Round Robin” for the Group by checking the box.
- There must be a minimum of 2 Agents assigned to the Group.
- Only online Agents will be assigned Conversations. An Agent has a status of online only when they are on the Message Center page. When the application Settings page is active, the Agent will be set to offline status.
- Agent must be active and not disabled.
Tip: You can easily change the Agents that are members of the Group in Settings>Agents and checking or unchecking the box next to the Group for each Agent. If your organization operates with multiple shifts, consider creating Groups aligned to those shifts.
Get instructions for Conversations Automatic Text Routing (ATR) from our doc site.
Stay tuned for more information in part 3 of our Automatic Text Routing blog series.
In the ever-growing world of communications, businesses are faced with the challenge of selecting and supporting multiple customer engagement channels with an increasing number of mediums, platforms, and apps. Between SMS text messaging, email, voice calls, social media, and mobile apps, it can be daunting for a business to determine an engagement rollout plan, especially when varying customer demographics, markets and languages compound the complexities.
Check out this white paper we’ve compiled and learn more about why texting is the smartest choice for your consumer communications.
Conversations is designed to make your business texting experience more responsive, more automated, and more personalized.
Faster and more responsive
The things you do every day are faster than ever. Conversations has been optimized for improved performance with page loads, contact uploads (up to 3X faster), outbound campaign delivery, the conversation inbox view, and for Conversations SP Admins, we’ve added a search function on the Switch User page to help you quickly find subaccounts and users.
Smart Automatic Text Routing (ATR)
You have more options to auto-assign new customer conversations. Use the new routing rule called Customer Number Assignment to assign a conversation to the most relevant resource based on your customer’s mobile number so agents don’t waste time transferring texts. Enable Round Robin Assignment which evenly distributes inbound texts to a predefined Group of online Agents.
When you send out a bulk text to your customers using Conversations Distribution List feature, you can automatically customize the SMS content using dynamic inserts containing a Mobile End User’s “First Name” and “Last Name.” This creates a more personalized experience for your contacts and can lead to increased engagement.
Want more information? Email us at firstname.lastname@example.org
From the start, Aerialink Conversations has been focused on versatility which has been driven by an on-going stream of customer requests that powers our release cycles. Today, we would like to tell you about our latest, customer-driven feature for Automatic Text Routing which delivers versatility by adding two new routing methods.
As summer comes to a close and the air gets cooler, our office is ready to jump into autumn. Here at Aerialink, we have big plans for the fall. We will be attending four events between September and October and we could not be more thrilled showcase the latest features of Conversations. We plan to utilize these events to demonstrate the capabilities of our Conversations platform, as well as CSF’s 8MS Cloud, and 8MS Cloud Text.
Texting is one of the most convenient ways for people to interact. That’s true for business-to-consumer chats as well as consumer-to-consumer chats. With texts having a 98% open rate and a response time averaging just 90 seconds, business can’t help but look at text messaging as a required communication channel.
From two-word messages sent between software developers to the world’s most effective means of communication, business texting started from humble beginnings. Check out this infographic to learn more about the history of business texting and see how it developed into the integral communications tool it is today.
There’s never been a better time to adopt texting as a channel to communicate with your customers.
I recently returned from a conference looking to educate people on the texting capabilities Aerialink offers. While speaking with people, I was surprised by the number of people who said they were aware of texting but were 3-4 years away from seriously considering its implementation.
Spring has sprung and Aerialink is officially in busy-bee mode! We’ll be exhibiting at three different events between the months of April and May, read more about them below. During these conferences, Aerialnk will be showcasing the latest features and capabilities our Conversations platform, as well as CSF‘s 8MS Cloud & 8MS Cloud TeXT, and offering free hands-on product training sessions by our product experts.
Customers are already texting your business. Are your agents there to respond when they do? Don’t let another customer slip away.
CSF Corporation and its subsidiary Aerialink LLC would like you to join our webinar on Thursday, November 16th 2pm EST to learn how CSF & Aerialink’s Conversations platform can help you take advantage of all the benefits of text enabling your toll-free or standard business numbers!
CSF Corporation and its subsidiary Aerialink LLC are proud to announce that their Conversations SaaS application is the recipient of this year’s Somos Tech Breakthrough Award. Somos, Inc. is the provider of trusted, neutral toll-free numbering and registry administration services for the telecommunications industry.
Aerialink™ LLC, a leading provider of cloud communications solutions, today announces a white label edition of Aerialink Conversations. Conversations is a SaaS application for enterprises, service providers, Telecoms, and Responsible Organizations seeking to offer valuable conversational texting to their customers.
CSF Corporation, the leader in toll-free provisioning, texting, and LCR, and its subsidiary Aerialink, a leading provider of cloud communications solutions, will co-sponsor the Somos Toll-Free Users Summit, September 25-27.
Aerialink™ LLC, a leading provider of cloud communications solutions, announced today the launch of its new and refreshed corporate website.
The acquisition provides both companies with enhanced capabilities to help their customers succeed in the growing enterprise-wide communications market.
Aerialink, Inc., a leading mobile communications company providing a powerful messaging platform today announced that The Pro Nails International Company selected Aerialink’s Conversations Platform to centrally manage all of their B2B text conversations.
Aerialink, Inc., a leading mobile communications company providing a powerful messaging platform, and Mosaic NetworX, a strategic partner and full-service telecommunications service provider, today announced the launch of the Conversations Messaging Platform for California-based Clark Pest Control.
Aerialink, a leading cloud based mobile communications company, along with Satellite Communications Systems, Inc. (SCSI) announced a collaborative deployment of a mobile texting solution for a U.S. Naval Station.
Naval Base Recognizes Importance of Staying in Touch With Loved Ones