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



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Aimee Spanier

Zendesk Documentation Team

Edited Dec 07, 2023


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11

11 comments

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

Appreciate any insight you can share around this. 

Regards,

Pankaj

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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 > www.xyz.com.au/sales/index
You can change to Visitor page > contains > www.xyz.com.au

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

I hope this helps!

 

-1


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.

 

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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.

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Jahn

Zendesk LuminaryCommunity Moderator

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)

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

Can anyone help please? 

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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!

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Jahn

Zendesk LuminaryCommunity Moderator

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.

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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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Jahn

Zendesk LuminaryCommunity Moderator

Hey Dane, I have set the below conditions:

Run Trigger: When a visitor has loaded the chat widget.

Meet all
Still on site>1
Visitor tag >Contains>class_a, class_b, class_c

Action:
Set Visitor department>VIP
Add Tags>chat_vip

Apparently it is not working at all. 

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Is there a limit to the number of conditions a trigger will check? 

 

I have approx. 30 unique URL's requiring routing to a specific group. My trigger conditions currently state: 

Visitor loaded the chat widget

Check any of following condition

Visitor page URL - Contains - ABC123 

 

Seems like I've run out of room to add all of our unique URL's.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Chris!

 

There is no limit per say but each condition added does delay the execution time of the trigger because it needs to check more things. So for the best experience, make the trigger as efficient as possible. 

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