We know that understanding what's happening in your conversations is crucial to success with Drift. One of the questions we get most often is "Why did/didn't this person get routed into this conversation?" We want to provide you with as much information as possible to help you understand who's being brought into a conversation as a participant, so we provide the Routing Audit Log (RAL) to give you the context! 

From within the conversation view, you'll always be able to see why routing did or did not occur! 

To manage your Drift instance's conversation routing rules, click here. For more general info on the types of routing available, check out this doc!

Billing Plan:
The Routing Audit Log is available on all Drift plans.

Intended Audience:

• Admin
• Marketer
• Sales User
• Service User

In this Article, we'll go over:

• What The Routing Audit Log Looks Like
• Common Missed Routing Situations

What The Routing Audit Log Looks Like

Within the conversation view, you'll see an event whenever routing is set to occur. It looks like this!

 

We show

• who joined a conversation (or if no one was routed)
• what Playbook the party was added from
• what event triggered this routing (Goal, route skill, end of conversation, etc)

You can click the Playbook name to be brought to that Playbook's report and click the specific event to be brought to the visual builder for that Playbook.

If you click Show details, you'll see an expanded view with even more context.

Routing from a Skill

In the event, you'll see who was routed, the Playbook they were routed from, and Route conversation skill. Clicking View audit log will show you the logic of the skill. For example, single person routing, round robin, team, etc.

 

Routing from a Goal

In the event, you'll see who was routed, the Playbook they were routed from, and Goal [name of the goal]. Clicking View audit log will show you the the type of routing used and who was selected.

 

For routing scenarios which chose one of multiple people, you'll see a button reading Who was available at the time of routing?. Clicking this will show you available and unavailable users as well as the reason they were unavailable, such as User was offline.

 

Routing when a Conversation is Reopened

When a conversation has no participants and is closed, we'll try to route it via your conversation routing rules if the visitors chats back in. We'll show you that in the RAL!

Common Missed Routing Situations

There are a number of reasons why a conversation may not route properly. The routing audit log will give you the clearest view into why a specific conversation didn't route. Below you can find some common examples that may explain why your conversation did not route the way you wanted it to.

The agent was unavailable - If an agent who is supposed to get a chat routed to them is listed as away then they will not receive that chat. If this does happen, the routing audit log will display that the user was "away" at the time of the route. For more information on agent availability, check out this help doc.

The agent was in a meeting - If an agent is in a meeting it is possible they may not get routed into a conversation, even if their availability is turned on. Within the meeting settings there is an option that when enabled will prevent you from being routed into a conversation if you are in a meeting. For more information on this setting check out this meetings help doc.

Round Robin - If you are using the round robin routing method, it may be hard to understand why one agent got a chat while the other agents in the round robin routing rule did not. For more information on how the round robin routing rule works, check out this help doc .