Setting up chat routing

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25 Comments

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

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  • Carlos
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    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
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    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
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    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 Rommel
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    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
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    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
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    Thank You. Trying to configure it out😀
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  • Fiona
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    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
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    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
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    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
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    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
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    Thank you, Ramin. That's very helpful!

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  • Laurent W. Broering
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    Hello!

     

    How can we change an agent chat limit via API?

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  • Ramin Shokrizadeh
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    Hi Laurent,

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

    -Ramin

     

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

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

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  • Neil
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    What is considered "serving a chat"? If the agent has been chatting and the customer hasn't replied in a while, and the agent hasn't posted in a while yet both parties still have the chat window open, does that count as an "active chat"? In other words, if I have one agent who is really aggressive with closing chat windows and others who leave them open, will the first agent get more chats assigned?

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  • Heather Rommel
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    @Neil

    Serving a chat is once they accept and start chatting.  If the customer hasn't replied in a while, it is still considered an active chat until the customer is idle for 20 minutes (I wish there was a way for an Agent to "end the chat" but there isn't.). If this customer replies after the agent closes the chat window, the chat will be reassigned to the next available agent.

    If one agent is aggressive with closing chat windows and others leave them open, it will depend if the end users reply back or not after a given chat window is closed as to who will get more chats assigned....

    Not sure that answers your question exactly, but hopefully helps!

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  • Neil
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    @Heather R, that is exactly the info I was looking for. Does Zendesk make that information available anywhere in their online documentation? I couldn't find it.

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  • Heather Rommel
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    I don't recall if I've seen it in documentation. I just happen to know from ferreting out stats and trying to make sense of them. I like to keep my Chat window up on the home page so I can see visitors and who they were assigned to. I can see if one person didn't serve the chat and it got rerouted (30 seconds). You can't get that info afterwards in a play by play the way it is visually there. I digress.
    The thing is, Chat should technically assign to the next available agent who is idle longest, so hopefully it evens out when an agent doesn't take the action you'd expect.

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  • Dean Kenny
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    @neil & @heather,

    Our documentation has been updated to reflect this expected behaviour on chat sessions and timeouts:

    When do chats time out

    I hope that clarifies everything!

    Dean

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  • Neil
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    @dean, that is great, thanks for updating the docs.

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