Preventing Chats from Routing to Offline Agents
Why are chats being routed to offline agents in Zendesk Chat?
Chats may be routed to offline agents if the department specified in a trigger is offline. This can happen if the trigger is set to route chats to a specific department without checking the department's online status. To prevent this, ensure that your triggers are configured to consider the department's availability.
More related questions
Why is my department routing not working correctly in Zendesk Chat?
If your department routing isn't working as expected in Zendesk Chat, it could be due to several reasons. First, ensure that the department isn't offline, as chats will still be routed to offline departments if specified in a trigger. Additionally,…
How can I ensure my pre-chat form is working correctly in Zendesk Chat?
To ensure your pre-chat form is functioning properly, make sure it is enabled in your account settings. The department selection option should not be hidden, allowing customers to choose the correct department before starting a chat. This setup…
What should I check if my chat triggers aren't routing correctly?
If your chat triggers aren't routing correctly, verify that you are using the correct department condition in your trigger. The 'Set visitor department' action should be set to run when a visitor loads the chat widget, not when a chat message is…
How can I fix proactive chat triggers bypassing department routing?
Proactive chat triggers can bypass department routing if they don't include the 'Set visitor department' action. To fix this, ensure that your proactive chat triggers include this action, and it is placed before the 'Send message to visitor'…
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