Setting up notification routing for live chat

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  • CJ Johnson

    This article had a large change.  It used to say that if an agent did not accept an incoming chat assignment, the system *would not* try to assign it to them again: 

    Now, it says it will keep trying them after trying everyone else: 

    I've been trying to get help for months now (and keep having my tickets silently closed out without assistance), because I was seeing agents being "retried" for the same chat, when this article still said that was not the expected behavior.

    Was the behavior of the tool actually changed a month ago, or was it doing round robin and re-trying agents who did not pick up the first time, again, this whole time? I've opened and had 3 tickets closed without any comments from Zendesk about this at this point, and I just want to confirm what the behavior is currently, and what it was historically, to troubleshoot related issues. 

  • Aimee Spanier
    Zendesk Documentation Team

    Hi, @CJ Johnson. The update was made at the request of one of our Chat product managers. I don't recall if it was a change in behavior, or a correction/clarification of the description of existing behavior.

    I'm sorry your tickets weren't addressed. I can't help with that, but I hope you've gotten some assistance now.

  • Jess

    Is there a way to enable a notification for when a chat ends?

  • Gab Guinto
    Zendesk Customer Care
    Hi Jess,
    I'm afraid it's currently not possible to set up a notification in the UI for when a chat session/conversation ends. This is not something that's in the roadmap, but I recommend that you start a thread about this here to engage with other users looking for a similar functionality. Specific examples, details about use cases, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. Conversations with a high level of engagement ultimately get flagged for roadmap planning. 
    Thanks Jess!
  • Maky

    Hi @jess

    And if you use a trigger when tag "zopim_chat_end" is present and send to you an email?

    Currently I'm using a view where I see the tickets of the finished chats by filtering with this tag.





  • Colin Hutzan

    How does reassignment work with broadcast mode? 

    For example, if an agent serves a chat in broadcast mode but takes beyond the reassignment timeframe to address the end user, will the chat get added back to the broadcast queue for a different agent to serve? 

    What happens in this scenario?

  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey, is there any way to prioritize the transferred chats to the top of the queue? Because by default, they are going to the bottom. 

    • Transferred chats are added to the bottom of the chat routing queue.
  • vincent solitario


    How can we separate 2 chats channel in messaging?. What we want is a separate of Facebook Messenger and our website

    Thank you

  • Dane
    Zendesk Engineering
    Hi Andrei,

    The only workaround for this is also discussed in Serving chats in the Zendesk Agent Workspace. That is to create a specific view for unassigned chat tickets similar to email channels.
    Hi Vincent,

    Similar to the one above, you will just have to create a different view for new tickets that will be created for those channels. You only have the capability to setup notifications for Messaging.
  • Kevin Rogers

    Is there a maximum wait time when using Messaging? We recently changed from Broadcast to Assigned routing, and we see some new tickets get created at times as opposed to being served to agents online during business hours.

    Is that due to no one being available? At what point does a new messaging request leave the messaging queue and just become a new ticket? Is there a way to adjust the time a message stays in the queue?


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