Botsplash Chat Widget Routing Configuration

This guide explains how to configure the Botsplash Chat Widget to route visitors to different engagement flows using routing keys and the built-in routing engine.

Overview

Botsplash provides flexible routing capabilities to direct visitors to appropriate chat flows based on various criteria. Routing can be configured through:

1. Static Routing Keys - Hardcoded in the widget script
2. Dynamic Admin Routing - Configured in Botsplash Admin panel
3. Custom Property Routing - Passed through visitor data

Static Routing with routingKey

Basic Implementation

Use the routingKey parameter in BOTSPLASH_APP_PARAMS to direct visitors to specific flows:

<script type="text/javascript">
window.BOTSPLASH_APP_PARAMS = {
  "routingKey": "ROUTING_KEY1",
  "visitor": {
    "visitorType": 2,
    "firstName": "FIRST_NAME",
    "lastName": "LAST_NAME",
    "email": "EMAIL",
    "phoneNumber": "PHONE_NUMBER",
    "clientVisitorId": "EMPLOYEE_UNIQUE_ID_OR_EMAIL",
    "custom": {
      "routingKey": "PERSISTENT_ROUTING_KEY"
    }
  }
};
window.BOTSPLASH_APP_ID="d279964e-7f83-452a-a776-4ea85d0b2763";
(function(){d=document;s=d.createElement("script");s.src="https://chatcdn.botsplash.com/x.js";s.async=true;d.getElementsByTagName("head")[0].appendChild(s);})();
</script>

Routing Key Options

Primary Routing Key

window.BOTSPLASH_APP_PARAMS = {
  "routingKey": "support_flow"  // Direct routing to support flow
}

Persistent Custom Routing Key

window.BOTSPLASH_APP_PARAMS = {
  "visitor": {
    "custom": {
      "routingKey": "vip_customer_flow"  // Stored in visitor profile
    }
  }
}

Dynamic Routing Examples

Use Case Examples

Insurance Company

// Auto insurance quotes
window.BOTSPLASH_APP_PARAMS = {
  "routingKey": "auto_insurance_quotes",
  "visitor": {
    "custom": {
      "insurance_type": "auto",
      "lead_source": "google_ads",
      "vehicle_type": "sedan"
    }
  }
}

Mortgage Company

// First-time homebuyer
window.BOTSPLASH_APP_PARAMS = {
  "routingKey": "quick_quote",
  "visitor": {
    "custom": {
      "loan_type": "conventional",
      "credit_score_range": "excellent",
      "property_state": "CA"
    }
  }
}

Application Configured Dynamic Routing

Botsplash Administrator configured Routing Engine

For advanced routing without code changes, use Botsplash Dashboard → Routing to configure rules based on:

Web Chat Routing Criteria:

• Domain - Route based on website domain
• Page URL - Route based on specific page paths
• Query String Parameters - Route based on URL parameters (?source=google)
• Page Referrer - Route based on referring website
• Visitor Information - Route based on visitor data (name, email, phone)
• Visitor State - Route based on geographic location
• Extended Attributes - Route based on custom visitor properties
• Assigned Agent - Route to specific agent
• Device Type - Route based on mobile, desktop, tablet
• US Eastern Calendar Time - Route based on business hours/dates

Example Routing Rules:

Rule 1: If domain = "support.company.com" → Route to "Technical Support Flow"
Rule 2: If page URL contains "/pricing" → Route to "Sales Team"
Rule 3: If query param "source=google_ads" → Route to "Marketing Qualified Lead Flow"
Rule 4: If query param "job_post" exists → Route to "Recruiting Department"
Rule 5: If visitor state = "CA" AND device = "mobile" → Route to "Mobile CA Support"
Rule 6: If time = "Business Hours" → Route to "Live Agent", else "After Hours Bot"

Multi-Channel Routing

Beyond Web Chat

For SMS, Social Media, and other channels, additional routing attributes include:

SMS Channel Routing:

• Agent/Team - Route to specific team
• Phone Number - Route based on incoming number
• Keywords - Route based on message content
• Time-based Rules - Route based on message timing

Social Media Channel Routing:

• Platform (Facebook, Instagram, WhatsApp)
• Account/Page ID - Route based on social media account
• Message Type (public post, private message)
• Assigned Agent/Team - Maintain agent consistency

Example Multi-Channel Configuration:

// For channels beyond web chat
{
  "routingKey": "omnichannel_support",
  "agentId": "agent_id_123",
  "teamId": "support_team_1",
  "visitor": {
    ...
  }
}

Best Practices

1. Routing Key Naming Convention

Use descriptive, hierarchical naming:

- department_product_inquiry
- sales_premium_account
- support_technical_billing
- marketing_campaign_spring2024

2. Testing Routing Rules

Test routing configurations in a staging environment:

// Add debug information
window.BOTSPLASH_APP_PARAMS = {
  "routingKey": "test_routing_key",
  "visitor": {
    "custom": {
      "debug_mode": "true",
      "test_scenario": "homepage_visitor",
      "expected_flow": "general_inquiry"
    }
  }
};

Troubleshooting

Common Issues:

1. Routing Key Not Applied
   • Verify routing key spelling in Admin panel
   • Check browser console for JavaScript errors
   • Ensure BOTSPLASH_APP_PARAMS is set before widget loads
2. Fallback to Default Flow
   • Check if routing rules in Admin are properly configured
   • Verify visitor data meets routing criteria
   • Test routing rules with different visitor profiles

For advanced routing configurations or troubleshooting, contact Botsplash support with your specific routing requirements and current setup details.