Department routing is not working correctly in chat

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  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hey Erik Lynch, I am testing the visitor department routing in Sandbox and created this trigger. See below condition:

    Run Trigger: When a Chat Message is sent

    Meet all
    Visitor Page URL>Contains>(the URL where chat originated)
    Visitor Tag>contains>(our end user do have specific tags)

    Set Visitor department>(specific department
    Add Tags>(Specific Tag)

    Apparently it's not working at all. Tried and tested so many conditions.

  • Christine
    Zendesk Engineering
    Hi Jahn,

    We'll continue to assist you on the ticket that you raised with us related to this issue. Kindly check your email for updates. Thanks!
  • Joey

    For anyone coming across this.

    We have had this issue for such a long time with zero resolution, department is being set in the widget code but intermittently passes the department with a null value. The resolutions in this article are not everything there is to it.

    Something is broken underneath.

  • Marine
    Zendesk Customer Care
    Hi Joey! 
    How are you exactly passing the departments in the chats when the chats come in? You mention that is being set in the widget code - do you have any customisations set in your own script? Feel free to share the details.
  • Pat Behrens

    Joey, did you have any success finding out why that was happening? My company is using the chat widget and we set the department via the API. We will intermittently have issues where the department is not set and the chat will be sent to our default which is a problem.


    Our code looks like this:

    (function() {
    window.opener = null;
    window.$zopim||(function(d,s){var z=$zopim=function(c){z._.push(c);},$=z.s=d.createElement(s),e=d.getElementsByTagName(s)[0];z.set=function(o){z.set._.push(o)};z._=[];z.set._=[];$.async=!0;$.setAttribute('charset','utf-8');$.src='';z.t=+new Date;$.type='text/javascript';e.parentNode.insertBefore($,e)})(document,'script');
    $zopim.livechat.addTags('webcode: 0-015C');
    $zopim.livechat.setOnChatStart(function(){$.post('https://{{devURL}}/zchat/start',{e: $zopim.livechat.getEmail()},null,'json');});
    $zopim.livechat.setOnChatEnd(function(){$.post('https://{{devURL}}/zchat',{v: $zopim.livechat.getName()},null,'json');});
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hello Pat Behrens - this is what we are currently doing and using.

    Chat Department Routing via API - 

    NOTE: we have visitor tag as the main identifier for us to route chats to their respective departments

  • DMKT

    We've had the same issue as Joey & Pat, and recently our chat visitors started being randomly assigned to the wrong department despite our logs showing no sign of errors. This is really driving us crazy and the support has been less than helpful since "custom APIs are not supported". We rout our customers by IP and sort them into region departments, however there has been at least 5~10 cases a day that are all routed to a certain department which has usually less than 2 cases a day. I wonder if anyone out there has encountered similar issues and can guide us in the right direction. About 10% of the cases are routed to the wrong department.

    We also use the older API in our code.

  • Joey

    We spoke with all kinds of Zendesk representatives without a solution. My theory is an issue within Zopim's own core. We have multiple products that have the code implemented slightly different and on different platforms (Help Center, Product, iOS app) and all have this issue.

    We also tried Sunshine conversations in a production env. but that was lacking features and too immature.

    We are in the process of moving all our chat teams to a different platform as the Zopim Chat has not seen any love in a very long time (I'm confident this won't get fixed).


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