Channel-based routing

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Routing by channel or assigning posts by channel refers to a distribution of posts or customer service inquiries based on the communication channel that was used by the customer to reach out to the brand. For example, all posts published by customers on a Facebook page are automatically routed (or assigned) to a specially designated team of social customer service agents. Channel-based routing is used frequently in a contact centers where only some agents are trained to respond to inquiries posted on social media or on a web chat.

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