Create an Omnichannel Route

Creating an Omnichannel Route is pretty simple, with Fyno's Omnichannel Route Builder.

To get started, follow the below steps:

  1. Login to your Fyno account and navigate to the Omnichannel Tab from the left Navigation pane.
  2. Click on "Create+" to a new Omnichannel Route.
  3. In the pop-up that appears, fill in an appropriate name for the route that you are about to create along with a description and click on "Submit".
  4. On the page that loads, you will see a flow builder and elements that act as your building component on the right-hand pane.

To understand each of the elements, let's quickly have a look at the sections within the right-hand pane.

Channels

Channels account for all the Channels and Providers you have added in the "Integrations" section. This will also contain the Routes you have created within a Channel within the "Routing" section of Fyno's App.

If there is no Integration configured, you will not be able to see any details when trying to select a Provider or Route.

Within each channel component, you would be able to:

  1. Select a provider or a route (single channel route)
  2. Configure the "Wait For" setting to specify the time the system waits for an update from the provider about the delivery status of sent notifications.

Status-Based Routing

Each Channel block has "Success" and "Failure" operations. - classify this section as Status based routing to make sure it stands out

  1. Success: When a "POSITIVE" callback response is received from the provider within the configured time, then the success flow will be executed
  2. Failure: When a "NEGATIVE" callback response or no callback response is received from the provider within the configured time, the failure flow will be executed. This can then be used to address the failure and set up contingencies.

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"Positive" and "Negative" Callback Responses

A callback response is considered "Positive" if any of the below statuses are receieved:

  • Delivered
  • Opened
  • Read
  • Seen

A Callback response is considered "Negative" if any of the below statuses are receieved:

  • No response from provider (No-DLR, TIME-OUT)
  • Undelivered
  • Network Error
  • Device not reachable
  • Any other scenario where the end recepient is not reachable.

Controls

Controls allow you to shape the direction that your Omnichannel Route takes with multiple functions to help you achieve this.

Under this, we have 2 components:

  1. Condition: Condition allows you to provide complexity to govern the flow of notifications and execute specific actions based on the set conditions.
  2. Wait for: Allows you to add a delay to the route, so that you can create a stacked notification plan, without bombarding your end users across all channels. Under this, we have a few options:
    1. Enter Time: Enter the count of time here.
    2. Unit: Choose the unit of time for the delay.

      ❗️

      You can only enter values upto 24 hours, for a delay.

      This means you can :

      1. Enter upto 1440 minutes
      2. Enter upto 86400 seconds

Understanding how Omnichannel Routing works

To understand the extent of each component and its capabilities, let's work with the example.

  1. Initially send an In-App notification to a customer and wait for 30 seconds. Based on the response of the In-App response(Device status), the next few notifications will be triggered.
  2. If the In-App is successfully delivered, this means that the end recipient is online and available to receive web-based notifications (Push, In-App, WhatsApp, etc.) and executing a series of web-based notifications is cost-friendly and prudent.
  3. If the In-App is not successfully delivered, this means that the end recipient is not available online and sending him offline methods of communication makes more sense.

On creating this on Fyno's Omnichannel Route builder, it would look like this.

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Proximity Matters!

Our workflow builders are so receptive, we have proximity connectors that automatically connects to the component closest to it, which has a free connection node!

Let's get started on creating this route.

  1. Create a new route by clicking on the "Create+" button, from the Omnichannel Routing page and provide the details needed.

  2. Once you are on the Omnichannel Route Flow-builder page, click "In-App" and drag it below the Start button.

  3. Select the provider details for In-App that you would like to use and enter the details for "Wait for" as well.

  4. Next, under the "Success" section of the In-App component, enter the details of the consequent channels that you would like to use if the Notification is successfully delivered. In this example, Push notification has been configured right after In-App, since we know that the recipient is online and sees all the web-based notifications.

  5. On the failure side of the In-App component, let's configure offline methods of notifications.

  6. Add a SMS component right below the failure section and select the provider or route (previously created) you would like to use. For this example, we have chosen Kaleyra's "Alerts" account and configure the "wait for" section as well.

  7. Under the "SMS" component, add an "Email" component and configure the provider you would like to use as well as the "Wait For" section for the delivery response.

And your first Omnichannel Route is created!