Recipe: Route a chat to a department based on the country the visitor is chatting from

Use this recipe to route all chats from visitors in a certain country to a certain agent or department. For example, send all chats initiated by people in France to your French-speaking support team.

Note: To route a chat to a specific agent or department, you will first need to set up departments and add the agents to each department.

How to create the trigger in Chat:

Create chat triggers (one trigger for each URL or country code) with one of the Location of Visitor conditions and the action Set Visitor Department. With these triggers in place, chats will be routed accordingly to the selected department.

Learn more about how Zendesk identifies the country or city your visitor is browsing from in this article: How does Zendesk capture the location of the end-user?

For more information, see Automatically route chats to departments.

Some example triggers:

Route chats coming in from France to your French speaking advocates: 

• Run trigger: When a visitor has loaded the chat widget
• Check conditions: Check all of the following conditions
  
  • Visitor country code | Equals | FR
• Perform the following actions
  
  • Set visitor department |  French Customer Support

Route chats initiated in California to your Bay Area Support Team:

• Run trigger: When a visitor requests a chat
• Check conditions: Check all of the following conditions
  
  • Visitor region | Equals | ISO-3166-2:US-CA
• Perform the following actions
  
  • Set visitor department | Bay Area Support Team