Routing chat to a department based off the message sent
답변함I am trying to route a chat message based of the message that is being sent to a certain department (there are 3 departments). I do not want to use the choose department option on the pre-chat form as our department layout is a bit weird so may cause a guest to go to the wrong department. I have tried to use triggers, using the following example: 
Instead of being sent to the Guest Services department, it is sent to them all so any department can start the chat. I have also tried this used the skills based routing but didn't have any luck as the tags are held on the visitor and are not removed after a chat has ended (we will have a visitor contact us more than once about different issues).
I am now trying to write this trigger using the API, however it seems you cannot 'get' the message to perform a search on it. Or is there a way to get the message through the API.
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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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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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