Multi-Select
Multi-Select fields allow you to route tasks to agents based on matching criteria like skills, languages, departments, or any custom categories. During integration, you provide an exact option value to match against. For more flexible routing based on unstructured text, see AI Select.
Creating a Multi-Select Field
Section titled “Creating a Multi-Select Field”- Navigate to the Fields tab in your group
- Click Add a New Field
- Select Multi-Select as the field type
- Enter a Display Label (e.g., “Skills”, “Languages”, “Department”)
- Add your options one by one using the Field Configuration input
- Click Save
How It Works When Adding Agents
Section titled “How It Works When Adding Agents”When you add an agent to the group, the Multi-Select field appears as checkboxes. Select the options that apply to each agent.
Use Cases
Section titled “Use Cases”Skill-Based Routing
Section titled “Skill-Based Routing”Route support tickets to agents with specific technical expertise. For example, create a “Skills” field with options like “Technical”, “Sales”, and “Billing” to ensure customers reach agents who can help them.
Language Routing
Section titled “Language Routing”Match customer inquiries to agents who speak their language. Create a “Languages” field with options like “English”, “Spanish”, “German” to route international support requests appropriately.
Department Routing
Section titled “Department Routing”Direct tasks to the appropriate team based on category. Create a “Department” field with options matching your organization’s structure.
Using with Integrations
Section titled “Using with Integrations”Once configured, Multi-Select fields can be used with Zapier and other integrations to dynamically route incoming tasks. When a routing request is made, you specify which option value to match, and EnforcedFlow finds an agent with that option selected.