Setting up chat routing

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33 Comments

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

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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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  • Laurent W. Broering
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    Hello!

     

    How can we change an agent chat limit via API?

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  • Dean Kenny
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    Hey DeAndrea,

    I can see logged a ticket with our support team and they have answered your question, great!

    Note for others following: this depends on what Chat Phase you are on, so it's worth checking out this article: https://support.zendesk.com/hc/en-us/articles/360022183734-Managing-Offline-Form-settings

    Thanks!

     

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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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  • 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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  • 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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  • Dean Kenny
    Comment actions Permalink

    Hi CW Hong,

    Yes, that is correct. You cannot use a third party for your routing.

    Thanks,
    Dean

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  • CW Hong
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    I would like to confirm that for the chat routing to work as above, we would need to use Zopim chat.  Can we integrate 3rd party chat to Zendesk and make sure of the routing ?

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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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  • Filipe Costa
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    Hi, I've encountered the following problem, we have a department that is supposed to take French chats from our French website and a German department for chats from our German website .

    If an agent from the French department  is online, and there are no available agents from the German department, the "Live chat" option is still going to be displayed in German website because the French agent is online, granted the German chat won't be routed to the French agent.

    Is there the possibility to only show the "Live Chat" option if there are agents from that specific department with the online status.

    Thank you in advance, and apologies if the question is a bit weird

    --

    Just found this related article https://support.zendesk.com/hc/en-us/articles/360022192234 , but I would like to know if there are any other solutions?

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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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  • Andrei Kamarouski
    Comment actions Permalink

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

    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
    Comment actions Permalink

    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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  • Fiona
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    Thank you, Ramin. That's very helpful!

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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
    Comment actions Permalink

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

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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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  • Ramin Shokrizadeh
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    Hi Laurent,

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

    -Ramin

     

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  • DeAndrea
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    Hey Dean Kenny I have a question, or one of my developers do. How does the offline chat message get routed and how do we change it? Currently our chats get assigned while we are online but when we are offline and have our offline chat form option, the form gets broadcast to all our agents. How do we change this routing of the offline chatbox form to match that of the chat while we are online, namely being assigned?

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  • Carlos
    Comment actions Permalink

    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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