You can now set up rules in your flows to route conversations based on a specific day, range of days, or multiple ranges of days. 🎉
This feature will be handy, for example, if you want to extend your opening hours or close your phone lines during the holidays.
Route based on a specific day
- Go to the flow where you want to route conversations based on dates.
- Add a Filters action.
- Add a description that summarizes the filter's purpose, e.g., national holiday.
- Under Conditions, select Date is equal to and then select the day you want to create a different routing option for (make sure to select the appropriate timezone).
- Once the selected day is reached, there will be a Match. You can add an out-of-office announcement action for phone or auto-reply action for email.
Route based on a range of days
- Go to the flow where you want to route conversations based on a range of days.
- Add a Filters action.
- Add a description that summarizes the filter's purpose, e.g., Christmas and New Year's eve.
- Under Conditions, select Date range is equal to and select the first, and the last days of the date range you want to create a different routing option for. (make sure to select the appropriate timezone).
- During the selected date range, there will be a Match. You can add an out-of-office announcement action for phone or auto-reply action for email.
Route based on multiple ranges of days
If you use the same out-of-office audio message or auto-reply to let your customers know you're closed during the holidays, you can configure all holidays under one Filters action.
- Go to the flow where you want to route conversations based on multiple ranges of days.
- Add a Filters action.
- Add a description that summarizes the filter's purpose, e.g., Holidays.
- Under Conditions, select Date range is equal to and select the first, and the last days of the date range you want to create a different routing option for (make sure to select the appropriate timezone).
- Add a New criteria and repeat step number 4 (make sure that One or more of the criteria are met. is selected under Filter conversation if:.).
- During the selected date ranges, there will be a Match. You can add an out-of-office announcement action for phone or auto-reply action for email.
You can bookmark our support article for future reference.