What's new

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.