Setting up chat routing

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33 Comments

  • Brett - Community Manager
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    Hey Filipe,

    I see you have a ticket opened with our Customer Advocacy team related to this issue.

    We will continue working with you there to get this issue resolved :)

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  • Tom Pagut
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    I have an issue with Chat Limits. I have an account limit set to 1 chat per agent while we are training a new employee. She is the only Agent "Online" and I am set to "Invisible" so I can monitor her chats and help her along.

    Unfortunately, the 1 chat per agent limit does not respect that I am "Invisible" and it is routing chats to me. This is very frustrating as I just want to focus on the one chat to help the new agent.

    Is this a bug?

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  • Ben Van Iten
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    Hi Tom Pagut,

    I would definitely not expect chats to ever automatically route to someone that is invisible.

    Are you sure that you are in invisible status and not away status?

    If you are set to invisible, do you have better luck after clearing your cache/cookies or trying this on a different browser? That is really strange!

    Thanks!

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