We have a tiered chat service and we handle different customer segments with different teams. Our agrement with our clients require VIP customer chats to be routed to the vip department.
Customers always write their email address when requesting a chat. So when the chat is requested, even though the customer is not logged in, we actually know if the customer is a vip or not. In our current helpdesk software vip customer emails are flagged in the systems, and when they request a chats they are always routed to the correct queue. We are planning a migration to Zendesk but got stucked with this requirement. I also need to mention adding a new trigger with condition `visitor email` equals xxyy@.com as we have thousands of customers like this...
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