Limitations of Chat Features with Omnichannel Routing
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 supported, requiring you to recreate Chat skills as ticket skills.
Capacity rules for messaging conversations will also apply to Chat tickets, and you can't configure a Chat-only capacity rule. These limitations mean that while omnichannel routing offers a unified approach, some specific Chat functionalities may need adjustments or replacements.
More related 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…
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