Setting up chat routing

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8 Comments

  • Jacob J Christensen

    The Configuring Hybrid Assignment mode link is broken (you are not authorized), guess it's just an anchor link to a section in this article.

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  • Ramin Shokrizadeh

    Thanks Jacob for reporting the issue, updated the link so it should work now. 

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  • Carlos

    Hello, I'm not able to resend a french (for example) chat to French agent. Can be done this automatically? I mean, if for example a French person write "Bonjour", is it possible this chat be opened or resend automatically to French Agent?

    I'm trying to do it reading this article and these two:

    https://chat.zendesk.com/hc/en-us/articles/212679657-Automatically-route-chats-to-departments

    https://support.zendesk.com/hc/en-us/articles/203663346-Detecting-an-end-user-s-language-from-an-email-message

    But don't get the result.

    Thank you in advance.

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  • Pedro Rodrigues

    About Chat Reassignment, it says "With this option enabled, if an agent doesn't respond to an assigned chat for a while, the chat will be automatically reassigned to another agent."

    Will the chat be reassigned to available agents in the same department? Or will it ignore department and assign it to any random online agent?

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  • Carlos

    Hi! thank you for your answer. The message should be reassigned to agent in the same department but in other language.

    Thanks.

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  • Heather R

    Hi there, what if one department wants "Assigned" and the other Department wants "Broadcast".

    Please help us configure this down to the department level.

     

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  • Ramin Shokrizadeh

    Hi Heather,

    Thanks for sharing your request. Currently, routing settings are tied to the account and not the department. We have no plans in the next 6 months to change this behaviour but do understand the need to have department level routing settings and your feedback have been shared with the relevant teams.

    -Ramin

     

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  • Ash 187

    Thank You. Trying to configure it out😀

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