Change Chat Routing Method in Zendesk
How do I change the chat routing method in Zendesk?
To change the chat routing method in Zendesk, navigate to the Chat dashboard and select Settings > Routing.
In the Chat Routing section, you can choose between 'Broadcast' and 'Assigned'. 'Broadcast' notifies all agents of incoming requests, while 'Assigned' routes chats to the agent who has been available the longest. After selecting your preferred option, click 'Save changes' to update the settings. For further guidance, see the originalZendesk article.
More related questions
How can I evenly distribute chats among my agents in Zendesk?
To evenly distribute chats among your agents, you can change the routing option to 'Assigned'. By default, Zendesk uses the 'Broadcast' routing option, which notifies all agents of incoming requests. To switch to 'Assigned', go to the Chat…
What is the default chat routing option in Zendesk?
The default chat routing option in Zendesk is 'Broadcast'. This means that all agents are notified of incoming chat requests, and they need to pick up the requests themselves. If you want to change this setting to distribute chats more evenly, you…
What is the 'Assigned' routing option in Zendesk?
The 'Assigned' routing option in Zendesk automatically routes incoming chat requests to the online agent who has been available for the longest time. This option helps in evenly distributing chats among agents, ensuring that no single agent is…
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