Setting up notification routing for live chat and messaging

You can specify how agents are notified about incoming live chat, web messaging, and mobile messaging requests with Chat routing settings. These settings are accessed from your Chat dashboard.

Note: Some of the settings discussed here do not apply to Zendesk messaging requests.

This article includes the following topics:

• Understanding and configuring basic notification routing options
• Configuring chat limits
• Understanding Assigned notification routing behavior
• Configuring additional settings for Assigned routing
• Monitoring chat routing data in Analytics

Understanding and configuring basic notification routing options

There are two options for how notifications for incoming chat and messaging requests are sent to your agents:

• Broadcast: All agents are notified of all incoming requests, and the agent has to click on Serve Request to start serving the request. This is the default setting.
• Assigned: Online agents are are evenly notified of incoming requests, so only one agent is notified of each incoming request at any time.
  Note: Messaging request notifications are only sent to agents who are included in any routing-related Support triggers, which fire before Chat routing rules are applied. See About routing in Zendesk messaging for information.

Requests are added to a queue in chronological order, based on time of ticket creation. Incoming requests received while agents are offline are sent to the Unassigned tickets view or the agent’s Group view. Offline requests can be assigned to agents as part of triaging, or they can be manually picked up by agents themselves. Agents will receive a notification when messaging conversations are assigned to them.

In the Zendesk Agent Workspace, incoming live chat and messaging request notifications appear in the top-right corner of the workspace, in the Accept button.

If you do not have the Agent Workspace enabled, assigned live chat requests appear at the bottom of the Chat dashboard:

To configure the notification routing method for your account

1. From the Chat dashboard, select Settings > Routing > Settings tab.
2. In the Chat Routing section, select a notification routing method.

   

3. Click Save changes.

Configuring chat limits

Chat limits allow you to cap the number of notifications assigned or broadcast to each agent, based on an agent's workload. You can adjust these limits to help your agents better manage the volume or complexity of service requests.

An agent's workload is determined by the number of active live chat or messaging requests assigned to them. A request is considered active if it has received a response in the past 10 minutes.

The way the limit works depends on your routing method:

• Broadcast: When agents are at the specified limit, they will no longer be notified of incoming requests, and they will not be able to serve requests through the Serve Request button.
• Assigned: Agents will be routed incoming requests only up to their chat limit.

You can select from the following two types of notification limits:

• Account: Set one limit that applies to all agents in your account.
• Agent: Notification limits are configured in each agent's profile. You can specify that only admins can edit agent limits, or alllow agents to set their own limits.

Chat limit settings have no effect on your widget or its online status. Even if all agents are at their limits, visitors can still submit chat and messaging requests, which are then queued until an agent becomes available.

Note: If you created Chat roles that allow agents to Initiate and view chats in the Proactive Chatting option, those agents can serve chats over their specified limits. This option allows agents the ability to see visitors and manually select and prioritize certain visitors from the visitor's list.

To enable notification limits

1. Go to Settings > Routing > Settings tab.
2. Next to Chat Limit, select On.
3. Next to Limit Type, select Account or Agent.
4. If you selected Account, enter a value in the Maximum chats field.

   

5. If you selected Agent, limits are configured in each agent's profile:
   • With the Assigned routing method, select the Personal Limits check box that appears for agents to set their own notification limits in their profiles.

     

   • If you're using the Broadcast routing method or using Assigned but don't select the Personal Limits check box, set a chat limit for each agent's profile. Select an agent to edit under Manage > Agents and enter a value in the Chat limit field.

     

6. Click Save Changes.

Understanding Assigned notification routing behavior

When Assigned routing is enabled, incoming chat and messaging notifications are routed as follows:

• First, to the agent currently online who's been available (i.e., not serving another request) for the longest time.
• If all agents are actively serving requests, the notification is assigned to the agent currently serving the fewest requests.
• If multiple agents are tied for the fewest number of current requests, the notification is assigned to the agent with no missed assignments.
• If more than one of these agents has no missed assignments, or if all agents have a missed assignment, the notification is assigned to the agent with the oldest chat ended time.
• If all agents have not served any requests, the notification is assigned to an agent randomly.

If an agent does not serve an incoming request before it is reassigned, it will not be routed to them again until an attempt has been made to route the request to all other eligible agents. Additionally, enabling Hybrid Assignment mode changes assigned notification behavior.

When all eligible agents are offline, notifications are not sent. If incoming requests are later assigned as part of manual request triaging, agents will receive a notification when a request is assigned to their them or their group.

Configuring additional settings for Assigned routing

If you selected Assigned routing method, there are additional settings you can configure. Some of these settings are only available for incoming live chat requests, which is indicated in the sections below.

Configuring skills routing (live chat only)

Note: Skills-based routing is available on Suite Professional and Enterprise plans, as well as Support and Chat Professional (with the Skills-Based Routing add-on) and Enterprise plans. It is not currently available for the messaging Web Widget mobile SDK.

If you're using Assigned routing, you can set up skills routing. For details, see Routing chats based on agent skills.

Configuring Hybrid Assignment Mode (live chat and messaging)

This setting applies only if notification requests are Assigned and limits are enabled.

Hybrid Assignment Mode gives agents the option of serving additional requests once they've reached their set limits. Agents will have the option of clicking the Serve Request button to pick up additional requests. If this option isn't enabled, agents can see incoming requests but aren't able to click on the button.

To enable Hybrid Assignment Mode

1. Go to Settings > Routing > Settings tab.
2. In the Hybrid Assignment Mode section, select the Allow Hybrid Assignment check box.

   

3. Click Save Changes.

Configuring reassignment (live chat and messaging)

This setting applies only if you're using Assigned routing.

With this option enabled, if an agent doesn't respond to an assigned request for a set period of time, another agent is automatically notified of the request. If this option is not enabled, (if Reassignment is set to Off), once a notification is assigned to an agent, it is not automatically reasssigned to another agent.

To enable reassignment

1. Go to Settings > Routing > Settings tab.
2. Next to Reassignment, select On.
3. Enter a number of seconds in the Reassignment timeout window. For example, if you want notifications to be reassigned after 15 seconds with no response, enter 15.

   

4. Click Save Changes.

Configuring automatic idle settings (live chat and messaging)

This setting applies only if you're using Assigned routing and have enabled Reassignment above.

Enable this setting to automatically set chat agents' status to Away or Invisible after a specified number of notifications are automatically reassigned. Agents are notified when their status is changed.

To enable automatic idle status

1. Go to Settings > Routing > Settings tab.
2. Next to Automatic Idle, select On.
3. Enter a value in the Chats Reassigned field.

   

4. Select a status option next to Idle Status.

   

5. Click Save Changes.

Monitoring live chat routing data in Analytics

You can analyze live chat routing data in Analytics with two statistics:

• Acceptance: the percentage of assigned chats that were served by agents out of all the chats routed to the agent
• Capacity (beta): The estimated amount of chats that can be served by the account in a given period of time. The capacity is a function of 1) the number of agents logged in, 2) the average chat duration of an account and 3) the chat limit set by the agent.

For more details about where to view these stats, see Monitoring chat activity with Analytics.