Product
One workspace for every customer conversation and next action.
Product
One workspace for every customer conversation and next action.
Channels
Meet customers on the channels they already use.
Channels
Meet customers on the channels they already use.
Solutions
Start with the customer outcome your team is responsible for.
Solutions
Start with the customer outcome your team is responsible for.
Industries
See DripTell through the real conversations in your industry.
Industries
See DripTell through the real conversations in your industry.
Give every new conversation one visible owner or one visible waiting queue. Apply rules in a documented order, keep a fallback for unmatched work and let supervisors correct an assignment without losing the reason it happened.
Reliable rules use information the inbox already knows such as channel, business number, language, market, customer account or current owner. Intent can help after enough context exists, but a vague keyword should not decide ownership by itself.
A clear order prevents two rules from fighting over the same conversation. Start with legal, security or account specific requirements. Continue with team and language rules. End with a default queue that someone actively monitors. Record which rule made the decision.
Check working hours, team membership, channel permission and availability before assigning an individual. If the preferred owner is unavailable, keep the case in a team queue or choose an approved backup. Never hide an unassigned conversation behind an inactive user.
People need to correct routing when the customer asks a new question or the original signal was wrong. Preserve the original rule, the person who reassigned the case, the reason and the new owner. Repeated corrections are evidence that the rule needs improvement.
Review unassigned conversations, time spent in the fallback queue, reassignment rate and conversations answered by more than one person. These measures reveal whether the rules are finding a useful owner instead of merely changing an assignment field.
Send the conversation to a monitored fallback queue with a response target. Do not leave it invisible or assign it to an inactive person.
Round robin can balance similar work among available people. Apply account ownership, specialist access and urgent routing first when those rules matter more than equal distribution.
Reassign when the current owner cannot take the required action, the customer intent has changed or the original rule used incorrect information. Keep the reason visible.
Bring your teams, channels, working hours and exception examples. DripTell can help map the rule order and fallback path.