Recipe: Managing a surge in messaging traffic using custom queues

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In this recipe, we’ll walk you through a process that uses the End session ticket trigger and custom queues to reroute inactive messaging tickets to a specified queue or group of agents when you’re experiencing a surge in support traffic. You can then follow up with the end user through an email channel.

Note: This recipe is for accounts using omnichannel routing and custom queues.

The recipe includes the following sections:

• Overview
• Step 1: Set up a custom omnichannel queue
• Step 2: Set up a custom queue for tagged and ended messaging sessions
• Step 3: Create a ticket trigger to identify and tag inactive tickets

Related recipes:

• Recipe: Managing a surge in messaging traffic (messaging routing configuration)
• Recipe: Managing a surge in messaging traffic (omnichannel routing configuration)
• Recipe: Managing tickets created outside of business hours using End session as a ticket trigger action
• Recipe: Reporting on messaging tickets with ended sessions

Overview

The process described in this recipe:

• Creates custom omnichannel queues for active and ended messaging sessions
• Identifies inactive messaging tickets and ends their sessions
• Moves tickets with ended messaging sessions from the active ticket queue to the ended ticket queue

This recipe assumes your account meets the following configuration requirements:

• Messaging is activated.
• The end session feature is turned on.
• You’re using omnichannel routing settings to route your messaging tickets.
• You’re counting inactive tickets toward agent capacity.
• You’re using custom queues.

Step 1: Set up a custom omnichannel queue

You’ll start by creating a custom omnichannel queue for active messaging sessions.

Basics

In your newly created custom queue, add the following basic information:

• Name (required, but you can use any name you want): Active messaging tickets
• Description (optional): Queue to handle active messaging tickets
• Queue priority: 1

Conditions

Add the following conditions to the queue:

Meet ALL of the following conditions:

• Ticket > Messaging session state | Is | Active

Groups

Add the following group, then save the custom queue:

Primary groups:

• Support

Step 2: Set up a custom queue for tagged and ended messaging sessions

Next, create a custom queue for tickets with ended messaging sessions and tagged abandoned_queue.

Basics

In this custom queue, add the following basic information:

• Name (required, but you can use any name you want): Messaging tickets with ended sessions
• Description (optional): Messaging tickets with ended sessions
• Queue priority: 1

Conditions

Add the following conditions and save the queue:

Meet ALL of the following conditions:

• Ticket > Messaging session state | Is | Ended
• Tags | Contains at least one of the following | abandoned_queue

Step 3: Create a ticket trigger to identify and tag inactive tickets

Finally, create a support ticket trigger that identifies tickets created in the messaging channel that become inactive, are not assigned to any user,and do not already have the abandoned_queue tag.

The trigger then automatically ends the related messaging session and adds an abandoned_queue tag.

Basics

In this new trigger, add the following basic information:

• Trigger name (required, but you can use any name you want): Abandoned tickets
• Description (optional): Identifies and tags inactive tickets
• Trigger category (required, but you can use any category you want): Ticket surge management

Conditions

Add the following conditions to the trigger:

Meets ALL of the following conditions:

• Ticket > Assignee | is | -
• Ticket > Messaging session state | Changed to | Inactive
• Ticket > Tags | Contains none of the following | abandoned_queue

Actions

Add the following actions and save the trigger:

• Ticket > Messaging session | End Session
• Ticket > Add tags | abandoned_queue