Best practices for implementing localized support/ support in different time zones?

Question

We are exploring the option of offering localized support to our customers. Ideally, we would allow customers to choose between three time zones for support such as U.S. Pacific, EMEA, or AEDT and only offer them support during the time they have chosen. We were planning on creating some type of attribute for this in Salesforce so we could easily identify which customers are part of each support offering. Where we seem to be struggling is the routing. We are currently thinking that we will need 4 separate inboxes/ teams (one for PT, one for EMEA, one for AEDT, and one for 24/5 support). As some of these times will overlap, our team is looking at having to watch multiple inboxes. We are also struggling to figure out how we would be able to continue to use auto-assignment as there is no way to turn off auto assignment for a particular inbox.  We want to ensure customers only receive support during the time offering they have chosen. Any best practices anyone can share around this?

Oseas · Accepted Answer

Hey @mia​! Oséas here from the Customer Support Specialist team &#128373;️You would indeed need 4 different team inboxes for this. If you want to allow customers to choose the options for themselves, you could set up a Custom Bot to open from new conversations and route conversations to the right teams based on their choices. Regarding what you mentioned about tuning off auto-assignment for a team, you can enable "Manual assignment" for a team so conversations are not automatically assigned. Another approach for this would be setting up Inbox Rules to route these conversations based on the user's "browser language" or "country" attributes.

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