I am using triggers to route chats to departments. Some departments have agents available, but not in the departments that the trigger routes the chats. Why do triggers route live chats to departments with no available agents?
When you use triggers to route chats to departments and no agents are available in a department, those chats are still routed to the department. For example, the trigger below sets the visitor department to "VIP":
Any agents that are not in the department VIP won't have access to those chats.
As a workaround, you can implement custom API code to only route chats based on if agents are online within the department. See the developer documentation:
Thank you for posting a comment here. If you use triggers to automatically route chats to specific departments that has no online agents, chats will stil be routed to that department. These missed chats will automatically create a ticket that your agents can work on later.
Using triggersYou can use triggers to route chats to specific departments based on the visitor's current page, tags, locale, or other information.
The example below will route agents to the Sales team based on the visitor tag.
To route chats automatically
Still on sitecondition to add a one-second delay.
Set Visitor Departmentaction and select a department.
You can check Automatically route chats to departments.
I hope this helps clear things.
We want the functionality described here, where chats route to the appropriate department even if there are no agents online. That said, we don't want any 'lost' chats. Can someone elaborate on what this means?
Ideally, if a chat goes to a department which is not online, then the chat would register as a missed or offline chat, create a ticket, and our agents can follow up in the ticket when the team is back online.
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