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Live chat departments, triggers, operating hours, and routing

Articles that help solve issues and answer questions about departments, triggers, operating hours, and routing in live chat.


Why are chats not being routed to other available agents?

Question Why are chats not being routed to other available agents when the maximum wait time limit is reached? Answer...

Edited Feb 26, 2024

0 votes  ·  0 comments

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Workflow: Use a Chat trigger for messaging to notify if a department is offline

Use a Chat trigger for messaging to notify visitors if a department or group is offline. The below trigger recipe off...

Edited Aug 15, 2024

0 votes  ·  3 comments

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What type of triggers should I use to route chats to specific groups in Agent Workspace?

Question Should I be using Support triggers or Chat triggers for live chat group routing if I have Agent Workspace en...

Edited Jan 22, 2024

3 votes  ·  0 comments

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Why do triggers route live chats to departments with no available agents?

Question I am using triggers to route chats to departments. Some departments have agents available, but not in the de...

Edited Apr 04, 2023

2 votes  ·  2 comments

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Workflow: Send proactive messages in your visitor's default language

In Zendesk, you can start conversations through the Web Widget with customers based on conditions you define. Your bu...

Edited Sep 05, 2024

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How do I evenly distribute chats among my agents?

Question If an agent responds to more requests than others, is there a way to auto-route chats to other agents? Answe...

Edited Jan 20, 2025

1 vote  ·  0 comments

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How do I let my customers choose who to chat with?

Question Can I give my customers the option to choose which of my teams they are routed to? Answer You can use the p...

Edited Jan 22, 2024

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How do I set or change the department of a chat?

Question Departments help filter chat requests to specific groups of agents. How do I set or change the department of...

Edited Nov 15, 2023

1 vote  ·  8 comments

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How do I make changes to the default chat triggers that come with my account?

Question I like the Chat Rescuer, Proactive Greeting, and others of the default Chat triggers that come with my accou...

Edited Aug 21, 2024

2 votes  ·  0 comments

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How do I set up chat to support multiple countries and languages?

Question I have customers in many different countries that speak many different languages. How do I provide location-...

Edited Jan 22, 2024

2 votes  ·  2 comments

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Can I create a department in Chat when the Zendesk Agent Workspace is enabled?

Question Can I create a department in Chat when Agent Workspace is enabled? Answer If you create a department within ...

Edited Feb 24, 2023

1 vote  ·  0 comments

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How can I reduce the number of chats missed by my agents?

Question I am seeing a lot of missed chats because I don't have enough agents to answer them. What can I do? Answer T...

Edited Jan 22, 2024

2 votes  ·  2 comments

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Department routing is not working correctly in chat

Issue symptoms Department routing is set up in Chat but is not routing chats correctly. Chats are being routed to th...

Edited Apr 05, 2023

6 votes  ·  11 comments

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Can I customize the Check conditions of my Chat trigger to include both "any" and "all" of the following conditions?

Question Can I customize the Check conditions of my Chat trigger to include both check any of the following condition...

Edited Jan 22, 2024

2 votes  ·  0 comments

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Workflow: How to start a chat with a customer that has been on my website for a certain amount of time

In this workflow, you'll learn how to initiate a live chat with someone on your website. For example, you can use thi...

Edited Aug 20, 2024

1 vote  ·  5 comments

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Can I stop visitors who load the widget before operating hours end from being routed to offline departments?

Question If a visitor loads the Web Widget (Classic) before operating hours end, they are able to chat in after all o...

Edited Nov 18, 2022

4 votes  ·  0 comments

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Can I turn off Chat if my queue is too busy?

Question I have a limited number of agents online in Chat and want to stop new chats from coming in if all agents are...

Edited Dec 13, 2022

0 votes  ·  0 comments

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Is it possible to choose a department when submitting an offline message?

Question Can you choose a department when submitting an offline message? Answer If at least one of your departments i...

Edited Dec 10, 2024

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Can I end a chat session with a Chat trigger?

Question If a visitor is idle on a chat or isn't responsive for some time, can I end the chat session with a trigger?...

Edited Jan 22, 2024

4 votes  ·  1 comment

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Can I reapply the department after a timed-out chat visitor reconnects?

Question When a chat session is timed out, and the visitor requests a new chat, the new chat request does not retain ...

Edited Jan 22, 2024

2 votes  ·  5 comments

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Should I use the department, department status, or visitor department condition in my Chat trigger?

Question What is the difference between department, department status, and visitor department in the Chat trigger con...

Edited Jan 31, 2024

2 votes  ·  1 comment

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