Recipe: Route a chat to a department based on the URL of the website

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  • Pankaj Chhalotre

    Is there a way to assign the chat to a department based on domain url rather than special page url? for example instead of i want evey chat that get started to be routed to a department based on domain url e.g. irrespective of whatever page visitor are on that side.

    Appreciate any insight you can share around this. 



  • Beto
    Zendesk Customer Care

    Hi Pankaj,

    If you want to route Chats to a department based on the domain instead of the specific URL, the solution is very similar to what Sheena describes above. The only difference is in the Condition:

    Instead of Visitor page > equals >
    You can change to Visitor page > contains >

    This way, anyone in your page, regardless of their specific path will be automatically routed using this trigger.

    I hope this helps!


  • Leo Medalla

    This recipe isn't working for whatever reason. We have 2 brands and separated by 2 departments and 2 different websites. But for some reason when a customer chat queue is shared.


  • Neil
    Zendesk Customer Care
    Hey Leo,
    You can try setting up the trigger condition "visitor page URL" "contains" to just use the domain name and remove any "visitor page URL". 
    You also would want to set the run trigger condition to "when a visitor has loaded the chat widget" so that the action will be applied correctly.
    Hope this helps.
  • Jahn Bronilla

    Hi Neil, I am also having the same issue.

    I have the below conditions:

    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)

    Can anyone help please? 

  • Dane
    Zendesk Engineering
    Hi Jahn,
    Set visitor department will only works when Run trigger is set to When a visitor has loaded the chat widget.
    More information can be found in Zendesk Chat triggers conditions and actions reference.
    Hope this helps!
  • Jahn Bronilla

    Hi Dane, well unfortunately does not work either. It's just being routed to whatever is the default department of the agent. 

    Also we are using Tag to identify the customer but seems not working as well. Probably will end up again with Zendesk recommendation as always "to use API". 

    Problem on this is all online agents will be notified for the incoming chats instead those that are for their group/department only.

  • Dane
    Zendesk Engineering
    You can try to test it by adding tags to your triggers actions. If the tag was not added that's an indication that it did not work. For further troubleshooting, it will be better if you contact support directly

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