I received your message this morning about the possibility to do chat routing in a support team. I really like the idea, but I kind of miss some more options in regards to the chat routing.
Currently we have a support department, covering different markets globally. Our setup today is, that all incoming chats are affecting all support departments we have (currently 3 departments on two continents US/EU).
I think it would be a really good idea, to add another filter to the chat routing option.
For example: Our support department receives a German chat from a customer. My German speaking agent would off course pick up the chat if he/she is available. I think it would be great, that these kind of request could be routed to my German speaking agent, without notifying every single support agent at every office. More than that, let's say that we receive an incoming German chat, and all my German agents are unavailable. The routing should auto assign to my German agents to begin with, but if they are unavailable, the routing should forward the chat and auto assign to another available agent straight after the first routing to the German agents couldn't go through.
As the chat routing is today, I can only set up the system to auto assign all incoming chats, which unfortunately doesn't make sense because I want my German/French/Italian etc. agents to pick up chats from their own markets.
So if you could consider to add more filter/routing options based on language I would be very interested.
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