Contact-Centre Routing with No Bot
This page is the procedure for an endpoint with no bot linked, such as a WhatsApp number customers write to directly: every new chat on it goes to one team. You are here: Contact-Centre Automation explains what every tenant already has, and the bot path is the previous page. None of the bot path’s steps apply here. On this endpoint the first message of a new session creates the task itself, and a different rule set routes it in the same request: no queue link, no skill and no fifteen-minute poll. The engine is described in full on Unified Contact Center › A task from an endpoint with no bot.
GadgetSphere Online answers after-sales questions on a WhatsApp number with no bot linked. Every chat on it
should reach a third team, GSO-AFTERSALES. Today a team leader picks each one up from the unassigned queue by hand.
Before you start
- The receiving number is set up as a Virtual Contact with an endpoint on its channel (Configurations → Virtual Contacts). The task finds its virtual contact through that endpoint, and Step 3’s condition tests it.
- The team exists, with its agents in it (Configurations → Teams).
Step 1: Make sure the ASSIGN_TO_TEAM action exists
The outcome: the Rule Action drop-down offers ASSIGN_TO_TEAM.
The Rule Action drop-down lists the action records your tenant holds, and ASSIGN_TO_TEAM is not one of
the four every tenant is seeded with. If it is missing, the action has to be created first, and the
Action screen that creates it is not on the Configurations menu. In the served build it sits inside the applet at
the address ending routing-automation/actions/create-action, reached by typing it.
Step 2: Create the team-assignment rule set
Unified Contact Center → Configurations → Automation Rule → +
The outcome: TASK_TEAM_ASSIGNMENT_AUTOMATION_RULE_SET exists.
Create the TASK_TEAM_ASSIGNMENT_AUTOMATION_RULE_SET automation rule. It is one of the three codes the screen
offers, and BigLedger seeds it nowhere. It is the only rule set this path reads. A rule under the skill-based set,
however well built, never routes a task from this endpoint.
Step 3: Create a CUSTOM rule on the number’s virtual contact
Configurations → Rule → + ; then the rule’s Expressions tab → +
The outcome: a rule under the team-assignment set with one condition.
Create a CUSTOM rule under TASK_TEAM_ASSIGNMENT_AUTOMATION_RULE_SET, then give it one condition:
Virtual Contact, Equal, the number’s virtual contact. As the task is saved, BigLedger looks the
receiving number up as a Virtual Contact on the channel, and that is the value this condition tests. A rule with
no condition never matches.
Step 4: Give the rule its action and the team
The rule → Rule Action tab → +
The outcome: the rule assigns to GSO-AFTERSALES.
Choose the rule action coded ASSIGN_TO_TEAM and pick the team. This engine assigns a CUSTOM rule’s task to a
team, never to one person. Nothing needs linking to a queue: this engine reads every parent rule in the set,
highest priority first.
Step 5: Send a test message
Test from a phone that is not an agent’s. Open Task Router → Tasks: the new task should show
RULE_MATCHED naming your rule, then TEAM_ASSIGNED, as soon as it appears. Only the first message of a new
session creates a task, so a second message in the same session shows nothing new.
What success looks like
Open the test task and read its events from the bottom: TASK_CREATED, RULE_MATCHED naming your rule,
TEAM_ASSIGNED naming GSO-AFTERSALES, with no wait between them. The My Team Tasks count of each of the
team’s agents is one higher. A TASK_CREATED with nothing after it means no rule assigned the task.
Common mistakes
| Symptom | Cause | Fix |
|---|---|---|
The task stays CREATED on an unassigned row in All Task Queue | No rule assigned it, or the team-assignment set does not exist | Steps 2 and 3. Until then, whoever watches All Task Queue picks it up. Every cause: A chat came in and nobody got the task |
RULE_MATCHED names a rule, and no TEAM_ASSIGNED follows | A STANDARD rule that finds nobody still writes RULE_MATCHED, and the engine moves on. RANDOM_ASSIGNMENT never picks an agent who has never been assigned a task | Use the CUSTOM rule of Steps 3 and 4 (the three rule kinds) |
| Your rule exists and never fires | It sits under the skill-based set, or its condition names another number’s virtual contact | Re-create it under TASK_TEAM_ASSIGNMENT_AUTOMATION_RULE_SET (Step 2) and check the condition (Step 3) |
Related documentation
- Contact-Centre Automation — the seeded records, and how a chat becomes a task.
- Unified Contact Center Applet › A task from an endpoint with no bot — the engine: preferred agents from a QR code, the not-quite-random rule, and the unassigned row.
- A chat came in and nobody got the task — the symptom, on either kind of endpoint.