Chat routing

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Chat routing

images chat routing

By clicking "Continue", you agree to our use of cookies. Round Robin also provides your team with the ability to set max chats per agent. The configuration in the screenshot above will match an Operator who has the Skill "English" and one of the Skills "Sales" or "Support". It does not rely on the fixed "Operator" - "Operator Group" relation but instead selects available Operators based on required Skill Sets. Creating, for example, a "Sales" and a "Support" Operator Group allows you to offer specialized support by connecting them to different Chat Widgets, which you then integrate in different sections of your site. Then integrate them in the respective parts of your site. The "Default" routing mode is a good match

  • Userlike Free Live Chat Software for Website and Mobile Support
  • Olark Live Chat The different ways you can route chat

  • Specify how incoming chat requests are sent to agents with Chat Routing settings. There are two options for how incoming chats are sent to. Chats are routed according to a few simple rules. They can be automatically or manually routed to agents.

    Video: Chat routing LiveChat webinars: Tips and Tricks

    Check the article to learn which suits you better. Live chat routing shouldn't be a roulette. Connect your web visitors with the best- suited Operator to avoid forwarding and reduce service costs.
    You can enable Round Robin chat assignments so that each chat goes to only one available agent at a time on a rotating and availability basis.

    Set the "Routing Mode" to "Group Select".

    Userlike Free Live Chat Software for Website and Mobile Support

    Chat Routing Setup Intro. But instead of deciding for one fixed Operator Group for a Chat Widget, the "Group Select" mode allows your Webvisitors to pick a Group from a list that you pre-compiled.

    images chat routing

    This is a good solution for sections of your site where visitors are equally likely to need technical support or a sales rep, for example.

    images chat routing
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    We offer different routing modes to ensure that your setup always matches your needs.

    This means that you define which Skills you require for someone chatting via a certain Chat Widget. Once updated, your Webvisitors can now pick a Group they prefer talking to before starting a chat - choosing from the Groups you pre-defined. Round Robin You can enable Round Robin chat assignments so that each chat goes to only one available agent at a time on a rotating and availability basis.

    Once a chat has been responded to, all the other agents will see who has taken the chat.

    Auto-route chats to agents based on skill levels, availability and chat load.

    There are two options for routing chats to your team. This setting can be modified from the Advanced Settings page. All Agents By default all agents see. Once your team has grown beyond one or two chat agents, you may want to start filtering chats and making sure they are routed to right person or team.
    The "Default" routing mode is a good match All Systems Operational Subscribe to status notifications.

    As your support team grows, you'll want to connect any Webvisitor to your best-suited Operator. Set the "Routing Mode" to "Group Select". Round Robin is recommended for busy teams, so that visitors are automatically assigned a chat agent.

    Olark Live Chat The different ways you can route chat

    images chat routing
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    With Skills you can precisely describe what abilities an Operator has to possess in order to be available to Webvisitors on this Widget. Open a support ticket Or email support olark. Here you find all existing Skills and can pick those that apply to the Operator:.

    Every available Operator that possesses these Skills can be selected to talk to your Webvisitors, no matter their Group affiliation.

    images chat routing

    You have a small team, so your sales and support staff should also handle some of the general requests while still being available for their speciality topics? Round Robin also provides your team with the ability to set max chats per agent. So they can be sure to talk to someone that is best suited to help them.

    Set up different routing options to filter and route the chat requests to your operators. Now, you can also route the chat request to specific operators. Comm chat routing rules allows you to define your own rules to efficiently route visitors to the right department/agent.

    Routing Option, Description. Choice, Incoming chat requests are added to the queue in Live Agent in the Salesforce console and are available to any agent with.
    Consider this before you create Skill Sets with too many Skills - you might not have enough Operators that possess all the required Skills to sufficiently man your Chat Widget.

    Free trial Log in. By clicking "Continue", you agree to our use of cookies. In order for Operators to receive chats via this Chat Widget, they have to match "at least one" of the defined Skill Sets "completely". The configuration in the screenshot above will match an Operator who has the Skill "English" and one of the Skills "Sales" or "Support".

    But instead of deciding for one fixed Operator Group for a Chat Widget, the "Group Select" mode allows your Webvisitors to pick a Group from a list that you pre-compiled. So they can be sure to talk to someone that is best suited to help them.

    images chat routing
    Chat routing
    By default all agents see each incoming chat requests.

    All Systems Operational Subscribe to status notifications. If none of these are available, the Widget will fall back to its configured offline mode. The configuration in the screenshot above will match an Operator who has the Skill "English" and one of the Skills "Sales" or "Support". Set the "Routing Mode" to "Group Select".

    5 Comments

    1. The "Default" routing mode is a good match Olark uses cookies to give you the best experience on our website.

    2. It does not rely on the fixed "Operator" - "Operator Group" relation but instead selects available Operators based on required Skill Sets. Next assign the Skills to your Operators.

    3. But instead of deciding for one fixed Operator Group for a Chat Widget, the "Group Select" mode allows your Webvisitors to pick a Group from a list that you pre-compiled. The configuration in the screenshot above will match an Operator who has the Skill "English" and one of the Skills "Sales" or "Support".

    4. The "Default" routing mode is a good match Remember that you can only select Operator Groups that have a least one Operator in them.