Message routing overview
The following permissions:
- Architect > Flow > Add
- Architect > Flow > Edit
- Architect > Flow > View
- Routing > Message > Manage
- Routing > Queue > Add, Delete, Join, and View
On the Message Routing tab, you can view a list of active inbound message flows and the provisioned inbound numbers or addresses tied to them. When a user messages a specific inbound number, PureCloud routes the ACD message into the associated inbound message flow. To manage message routing for the organization, click Admin. Under Routing, click Message Routing.
When PureCloud groups messages as part of a conversation, it routes from the same customer to the same agent and displays conversation history to the agent. Agents complete wrap-up on each portion of the conversation that they handle, which can consist of multiple individual messages.
|Add||Click to open the Message Routing page and map an inbound message flow to a dialed address.|
|Inbound Message Flows||The links in this column represent the inbound message flows associated with a particular inbound number or address. To open the entry and edit the inbound numbers associated with the flow, click the desired link.|
|Filter by flow name||Begin typing the first few letters of the inbound message flow you want to find. PureCloud filters the list and narrows your selection.|
|Inbound Address||This column includes the provisioned inbound numbers or addresses used to enter the designated inbound message flow.|
Begin typing a few digits of the inbound number you want to find. PureCloud filters the list and narrows your selection. Click this button to:
For more information about message routing, see the tasks outlined in the following articles.
|Add an inbound message route||Create and configure an inbound message routing entry and associate provisioned inbound numbers or addresses with it.|
|Manage an inbound message route||Change an inbound message route’s selected message flow and add, update, or remove provisioned inbound numbers or addresses associated with it.|