Routing chat to a department based off the message sent

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  • Heather Rommel
    Community Moderator

    Tim Hunt,

    I'd like to see how this is solved for also. For my use case, I want a visitor to be routed to a department that is Online, rather than timing out waiting for a department that is offline. I can't seem to get the triggers to solve for this either!

     

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Tim Hunt Thanks for posting your question. The way that chat works today is the department needs to be set/selected before the initial message is sent and the chat conversation is created in the backend. For the set department action, it is only supported for the page load setting under "Run trigger".

    If you want to analyse the content of the initial message and route the chat to a specific department, you will need to use our conversations APIs to build a bot or use a bot partner that have solutions using the conversation APIs. The bot will read the content of the message and initiate the transfer to the matching department so agents in that department will get notified of the chat. 

    You can learn more about the conversation APIs here: https://developer.zendesk.com/rest_api/docs/chat/conversations-api

    Heather Rommel You can set triggers to run based on department status, which should resolve your use case. You can look at this document to learn more about the available actions and condition settings: https://support.zendesk.com/hc/en-us/articles/360022365873-Zendesk-Chat-triggers-conditions-and-actions-reference

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