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Chat routing depending on chat tags or visitor notes

Answered
Peter Pan

I'm aware of routing chats by agent skills / visitor tags. However, conditions for triggers don't include anything related chat tags or visitor notes. Conditions like the URL and user agent are not sufficient for us. I've noticed a condition for "Visitor Tag", but I believe this is the tag that can be added with a trigger or via the JS API which correlates to an agent skill. A "chat" tag is different from a "visitor" tag, correct?

Is there any way one can dynamically add something like chat tags or visitor notes using the Chat API (or otherwise) before the visitor loads the chat widget and have the chat routed to agents depending on what chat tags or visitor notes were included? 

I envision this happening like so:

  1. Depending on certain criteria, we add a tag to the chat or a note to the visitor.
  2. Visitor clicks and opens the chat widget.
  3. Visitor is routed to an agent that can handle this type of visitor depending on the chat tag or visitor note. The second part of this routing makes sense by creating a trigger with an action that adds a tag that correlates to the agents' skill. However, the condition portion seems inadequate at this point in time, unless I'm not fully understanding this.

Any help on this would be great! Thank you!

4 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Peter, 

    Thank you for writing and providing details on expected behaviour. I can start by clarifying the terms - visitor tags and chat tags. They are essentially added the same way but differ only on when they are added. 

    • Visitor tag - Any tag added before the visitor initiates the chat or agent sends a proactive chat. Since the chat has not yet started, we expect that the tag contains an association with the visitor
    • Chat tag - Tag added  by the agent once the chat begins.This is likely to contain more details on the chat. 

    A visitor tag and notes can be added dynamically using addTag and setNotes Javascript APIs. These APIs would work only once the widget has been initialised/loaded on the page. 

    • If the widget loads along with page load, you can use these APIs to set tags and notes. 
    • If the widget is conditionally loaded, you can store this information in your system and then add it once the widget is initialised. 

    If the tags have a matching skill created and assigned to the agent, no other setup would be required to assign chats to agents based on tags. 

    Triggers can still be used to assign department for the chat. 

    Interested to know whether this is what you are looking for? Would be happy to answer more questions on this. 

    - Prakruti

     

    1
  • Peter Pan

    Hi Prakruti,

    Thank you! It makes sense, so the option for us is to use the Zopim Javascript API for `addTag`.

    How will this work for the mobile SDK for iOS and Android? Could a visitor be tagged, so that the chat can be routed to the agent with the matching tag/skill using the SDK?

    0
  • Peter Pan

    I got in touch with Diosa, and she confirmed that we can add tags via the mobile SDK.

    Thank you Prakruti and Diosa for the assistance! 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Peter! I'm glad you got it figured out!

    0

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