How to Use Omnichannel Routing - Frequently asked questions
Discover answers to common questions about using omnichannel routing during your migration from chat to messaging. Learn best practices and tips for a smooth transition.
Frequently asked questions
What are the requirements for using omnichannel routing with Zendesk Chat?
To use omnichannel routing with Zendesk Chat, you need to meet a few key requirements. First, the Zendesk Agent Workspace must be activated for your account. Additionally, messaging must be activated, as omnichannel routing isn't supported for…
How does omnichannel routing affect agent statuses in Zendesk?
When you activate omnichannel routing in Zendesk, agent statuses are managed as unified agent statuses, and Chat availability statuses are no longer supported. This means that operating hours won't automatically change agent statuses, and if you…
What changes occur in Explore reporting with omnichannel routing?
Activating omnichannel routing in Zendesk leads to several changes in Explore reporting for Chats. Assigned chats, which are offered to an agent but not yet accepted, are counted as incoming in the queue, and the assigned value will appear empty….
How can I translate Chat settings into omnichannel routing configuration?
Before activating omnichannel routing, it's important to record your existing Chat routing settings, as they won't be visible afterward. You can map these settings to the new omnichannel routing configuration to ensure a smooth transition. For…
What are the limitations of Chat features with omnichannel routing?
When using omnichannel routing, some Chat features have limitations or are unsupported. For instance, only the 'assigned' routing mode is supported, and hybrid assignment isn't available. Additionally, standalone Chat skills-based routing isn't…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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