Routing your interactions

You can route your interactions by choosing conditions and deciding what your visitors should see next. Either create your next interaction as you route to it OR route to an interaction you've already created.

You can route to the next interaction in two different ways:

  • Always route to specific interaction
  • Route to interactions based on rules

If you route based on rules, you have three options:

  • Route based on this interaction's answer
  • Route based on a previous answer
  • Route based on a contact attribute (for example, their company or team size)

How can routing be used? 

Qualify a website visitor during the conversation

To keep your team working efficiently, you may not want to meet with every website visitor, but may place high value on scheduling a meeting with qualified visitors. You can ask targeted questions in your bot's conversation, routing them either to interactions that do not offer scheduling if you determine this is suitable, or to a scheduling interaction if they do qualify to meet with your team, based on your criteria. 

Set the path for the conversation

You can provide the most optimal conversation for a specific website visitor by routing them to the right interactions. This can be based on the options the website visitor selected in a previous or current interaction, or based on information you may already have about them. 

Routing options

Your routing rules allow you to specify what happens next in your conversation. Which interaction do your visitors see after this one? This may depend on their answer to this interaction or a previous one, or based on who they are (a saved contact attribute).

The interaction you route to next can be one you've already created or you can create it on the spot as you route to it.

You have multiple routing options: 

  • Always route to a specific interaction
  • Route to interactions based on rules
    • Evaluate the response of the current interaction
    • Evaluate the response to previous interactions
    • Evaluate the contact attributes

You can access your routing by selecting a specific interaction and clicking on the routing tab. 

Figure 1: Routing tab

You'll determine what comes next for your visitor by selecting from the options for After this interaction.

Always route to specific interaction

If you always want them to see a specific interaction next, no matter the audience's answer, choose Always route to specific interaction

Figure 2: Always route to specific interaction

Route to interactions based on rules

If you'd rather send them down one interaction path if they answer a question a certain way, or another path if they answer differently, select Route to interactions based on rules.

Figure 3: Route to interactions based on rules

This answer

If your next interaction should be based on how they answer the current interaction, select This answer. Choose which answer is relevant and select the interaction they should see next based on this (see Figure 3). 

If you like, you can route to a different interaction for every possible answer provided.

Previous answer

If your next interaction should be based on how they answered a previous question, select Previous answer

Contact attribute

If this visitor already had a conversation with your bot on a previous visit, you may have saved contact attributes from it. You can route to the next interaction based on that saved contact attribute. 

Learn more about contacts and contact attributes

Examples of routing scenarios

Company size

Based on a visitor's known company size, you can qualify visitors for scheduling. 

If you want to schedule an appointment (sales discussion, demo, consultation, etc.) only with qualified visitors, you can ask targeted questions and route them to an interaction where they are offered to schedule with you. 

If they don't meet your organization's qualifications for a scheduled appointment, you can instead route them to an alternative option (recorded demo, help center, etc.).

Figure 4: Offer scheduling to qualified visitors

Schedule with the right team

Perhaps your team distributes prospects through regional teams. In this case, you can detect their location and route them directly to schedule with the relevant regional team. This can be based on their country, state, national region, international region, or any other criteria you define. 

Figure 5: Schedule with a regional team

Send the website visitor down the path based on a selection

Route to different URLs

Depending on an answer, you may wish to provide your visitor with a URL to one site or another. For instance, if you'd like to promote an article published about your business, you can add a URL message linking to it. 

Figure 6: Route to a specific URL based on answer

Figure 7: Route to a specific URL - Preview

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