Setting up notification routing for live chat and messaging

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  • Brett Bowser
    Zendesk Community Team

    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 :)

  • Tom Pagut

    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?

  • Ben Van Iten
    Zendesk Community Team

    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!


  • Lauren Williams

    The link "Configuring Hybrid Assignment mode" doesn't work 

  • Laura Curling



    I am on the Team plan and cannot update the Chat limits which is causing our helpdesk a large issue.


    Can you please help or advise as it says we need to upgrade.



  • Brett Bowser
    Zendesk Community Team

    Hey Laura,

    If you're on the team plan you'll have the option to enable Chat Routing, but you won't be able to customize the options further. To gain access to these customization options, you'd need to upgrade to at least Professional or Enterprise.

    This is actually mentioned as a note in this article which I've copied below:

    "Note: Customers on Team accounts can enable these routing options, but cannot cusotmize them further. Professional and Enterprise accounts have a number of customization options, described later in this article."

    Let me know if you have any other questions!

  • Ankit Agrawal

    Is there a way to prevent reassignment of chats in the non-working hours and weekends?

  • Kay
    Community Moderator

    Unfortunately there is no granular control over reassignments of chats.


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