Chat routing depending on chat tags or visitor notes
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?
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Official comment
Hi there!
This is currently not possible. I suggest creating a post on our Product Feedback page, which is checked by our developers when implementing new features, with your use case, so it has a better chance of being implemented in the future
https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback
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Hi Phanphanthu1997! Welcome to the Community!
I'm not 100% sure about this answer to your question, so I'm going to find someone who can help you out. Stand by!
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Hello Phanphanthu1997.
Did you manage to solve your problem?
We are now faced with the same problem.
We want the tags to be assigned to clients automatically during a chat request. -
Hi Kirill Ivanov!
Our product manager made a clarification about this kind of behavior and provided API's that you can try to use to make it work in this post: Chat routing depending on chat tags or visitor notes
I hope I was able to lead you in the right direction. If you have any questions, please let us know!
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