Select the queue to use for all interactions on this social media channel.

Select the priority number assigned to interactions entering this queue.

The available range is between 1 and 10. The highest priority level is 1. By default, the priority number is 5.

Select the attributes to use with all interactions.

Select the workflow to assign to this social media channel.

To complete the routing configuration of the social media channel, create a routing rule for the respective workflow in Orchestration. This routing rule must contain a filter with the orchestrationFlow key and the workflow specified in this field as a value.

Select the minimum proficiency level an agent must have to handle interactions in this queue.

The available range is between 1 and 16. The highest proficiency level is 1. The minimum proficiency number is always higher than the maximum proficiency number.

Select the maximum proficiency level an agent must have to handle interactions in this queue.

The available range is between 1 and 16. The highest proficiency level is 1. The maximum proficiency number is always lower than the minimum proficiency number.

Select to assign context rules to interactions.

By default, context data matching is disabled.

To assign context rules to the social media channel, select all the rules that apply from the Available Rules list and click . The selected rules appear in the Assigned Rules list.

If you assign multiple rules, use in the selected assigned rule to drag the rule up or down.