Question

I am using omnichannel routing (OCR) however, I do not want to route chat and messaging tickets. How can I avoid routing those tickets?

Answer

Preventing all chat and messaging tickets from being routed

If you do not want chat and messaging tickets to be routed at all, choose one of these methods:

  • Create capacity rules that set the Messaging capacity to 0 for all agents.
    Capacity rule.png
  • Create a unified agent that sets agents to Offline for messaging tickets.

    Agent status.png

Then, create a view or some other process for tracking and resolving the messaging and live chat tickets that you've excluded from omnichannel routing.

Preventing some tickets from being routed

If you want omnichannel routing to route some chat or messaging tickets, but not all of them, you'll need to configure a capacity greater than 0 for the channel and then do one of the following:

On Professional plans and above

You can use skills to control which messaging and chat tickets are routed by omnichannel routing. With this approach, messaging tickets will still enter the omnichannel routing queue, but those with a required skill that no agent has can't be assigned by omnichannel routing.

    1. Turn on skill-based routing in your omnichannel routing configuration.
    2. Create a skill but don't assign it to any agents.
    3. Create one or more triggers.
      • Add Conditions to define the tickets you don't want omnichannel routing to assign to agents.
      • Under Actions, configure the Ticket > Add skills or Ticket > Set skills actions to assign the skill that isn't assigned to any agents. Make sure to mark the skill as Required so that it isn't affected by the skills timeout.
        Action.png
    4. Create a view or some other process for tracking and resolving the messaging and live chat tickets that you've excluded from omnichannel routing.

On all plans

You can use groups with no agents to prevent omnichannel routing from being able to assign tickets. With the standard routing queue, omnichannel routing can assign tickets only to an agent in the group specified in the ticket's Group field. If the group contains no agents, tickets assigned to this group remain in the queue and can't be assigned by omnichannel routing.

    1. Create a group but don't add any agents to it.
    2. Create one or more triggers.
      • Add Conditions to define the tickets you don't want omnichannel routing to assign to agents.
      • Under Actions, configure the Ticket > Group action to assign the group without any agents.
        Action.png
    3. Create a view or some other process for tracking and resolving the messaging and live chat tickets that you've excluded from omnichannel routing.
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