Issue Symptoms
Department routing is set up in Chat but is not routing chats correctly. Chats are being routed to the wrong agents and wrong departments. Chats are routing to offline agents. Chats are not being routed to a department when they should be.
Resolution Steps
Make sure the issue is not caused by online status
The routing issue may be caused by a department's offline status. When chats are routed with triggers, the chat will be routed to the department specified in the trigger even if that department is offline. This can end up with lost chat trouble. Learn more in this article: Chat routing via triggers to departments with no available agents.
Make sure your pre-chat form is working correctly
If you use the pre-chat form to allow customers to choose a department, make sure the pre-chat form is enabled and working correctly in your account. Also, make sure the department option is not hidden on the pre-chat form as described in this article: Can I hide the department field on the pre-chat form?
Make sure your trigger is set up correctly
If you use a trigger to route chats to departments, make sure you are using the correct department condition in your trigger. Learn more about the three different department conditions and how each one works in this article: Should I use the department, department status, or visitor department condition in my Chat trigger?
When you use the Set visitor department action in a Chat trigger, make sure you have Run trigger set to When a visitor has loaded the chat widget. Department routing does not work if Run trigger is set to When a visitor requests a chat or When a chat message is sent.
If the chat was started by a proactive chat trigger instead of by your visitor, this will bypass any other routing triggers you have active. In this case, the chat will route to any available agent regardless of department. If you want chats started with a proactive message to route correctly, make sure your proactive chat triggers include the action Set visitor department as well.
2 Comments
Ok, I checked everything in this article and I still just cannot make this work. What am I missing? I am trying to get a tag to add to any chat started with the group/Department "Español", even if everyone in that Group/Department is offline. However, it just doesn't...work.
What am I missing? It doesn't matter if the department is online or offline, I even tried setting it up identically for English to confirm the ñ wasn't causing an issue.
Hi CJ,
This occured to me the other day too. After a full refresh of the browser, it appeared to be working correctly.
In my case it appeared to be some caching issue on loading the Widget in the test environment. Hope that helps..
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