I set up skills-based routing and assign incoming chats to a specific department. Will the chats be automatically assigned to a department if they are assigned to an agent within that department?
For example, when a chat with a skill tag is assigned to an agent with that skill, will the department be set according to the department of the assigned agent? What happens if an agent has more than one department?
If you set up skills-based routing in your account, Chat routing checks the department before checking the skill requirements of agents. See the following department assignment logic:
- The chat will be set to a department if it’s assigned to the department.
- If the chat was assigned directly to the agent without being assigned to a department, the chat will not be set to a department.
- Agents can have more than one department as that does not impact the department assignment of incoming chats.
In the previous example, the skill tag assigning the chat to an agent with that skill will not set the Chat department.
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