Setting up chat routing

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19 Comments

  • Jacob J Christensen

    The Configuring Hybrid Assignment mode link is broken (you are not authorized), guess it's just an anchor link to a section in this article.

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  • Ramin Shokrizadeh

    Thanks Jacob for reporting the issue, updated the link so it should work now. 

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  • Carlos

    Hello, I'm not able to resend a french (for example) chat to French agent. Can be done this automatically? I mean, if for example a French person write "Bonjour", is it possible this chat be opened or resend automatically to French Agent?

    I'm trying to do it reading this article and these two:

    https://chat.zendesk.com/hc/en-us/articles/212679657-Automatically-route-chats-to-departments

    https://support.zendesk.com/hc/en-us/articles/203663346-Detecting-an-end-user-s-language-from-an-email-message

    But don't get the result.

    Thank you in advance.

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  • Pedro Rodrigues

    About Chat Reassignment, it says "With this option enabled, if an agent doesn't respond to an assigned chat for a while, the chat will be automatically reassigned to another agent."

    Will the chat be reassigned to available agents in the same department? Or will it ignore department and assign it to any random online agent?

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  • Carlos

    Hi! thank you for your answer. The message should be reassigned to agent in the same department but in other language.

    Thanks.

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  • Heather R

    Hi there, what if one department wants "Assigned" and the other Department wants "Broadcast".

    Please help us configure this down to the department level.

     

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  • Ramin Shokrizadeh

    Hi Heather,

    Thanks for sharing your request. Currently, routing settings are tied to the account and not the department. We have no plans in the next 6 months to change this behaviour but do understand the need to have department level routing settings and your feedback have been shared with the relevant teams.

    -Ramin

     

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  • Ash 187
    Thank You. Trying to configure it out😀
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  • Fiona

    Hi there

    Regarding "Note: Chat limit settings have no effect on your widget or its online status. Even if all agents are at their limits, visitors can still initiate chats, which are then queued until an agent becomes available.", is there a way to stop customers from being able to join the queue? If I'm the only person on chat and am at my chat limit, I don't want customers to be still seeing the option to chat with us. 

    Thank you

    Fiona

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  • Ramin Shokrizadeh

    Hi Fiona,

    Currently, this functionality does not exist with the routing feature. There is an ongoing product feedback post about it here that you can vote/watch for future updates: https://support.zendesk.com/hc/en-us/community/posts/360029595353-CHAT-LIMIT-STATUS-CHANGE-WHEN-REACHED-MAX

    Thanks,

    Ramin

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  • Fiona

    Thank you - I have added my comment to that thread. 

    As a workaround, what would be best practice - do you or anyone else have any advice? 

    I will be the only agent to start with and I don't want to be overwhelmed. Should I put myself as 'invisible' as soon as I have as many chats as I can handle? I don't plan on adding a schedule to our chat for now, since I won't be able to be on it all the time during my work day.

    Thanks!

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  • Ramin Shokrizadeh

    Hi Fiona,

    Yes, the best mechanism is to change your status to invisible when you do not want more chats being assigned to you.

    If all agents are offline/invisible, it will change the widget status to offline and depending on your account settings it will show the offline form/contact form or not show for new visitors on your website.

    -Ramin

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  • Fiona

    Thank you, Ramin. That's very helpful!

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  • Laurent W. Broering

    Hello!

     

    How can we change an agent chat limit via API?

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  • Ramin Shokrizadeh

    Hi Laurent,

    Unfortunately, you cannot change agent limits using the REST APIs today.

    -Ramin

     

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  • Andrei Kamarouski

    Hi. 

    Is there any way to set Reassignment timeout per agent level via API? Or to avoid reassignments for specific levels (keep chats assigned to him)? 

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  • Ramin Shokrizadeh

    Hi Andrei,

    Unfortunately, that functionality and level of customisation for the reassignment timeout feature does not exist and we have no plans in our 2019 roadmap to address it.

    -Ramin

     

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  • Andrei Kamarouski

    Hi Ramin, 
    I see. Is there any way to prevent automatic reassignments for specific agents / chats? 

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  • Ramin Shokrizadeh

    Reassignment is a global account setting, you cannot set different behaviour for specific agents.

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