Requirements for Omnichannel Routing with Zendesk Chat
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 Chat-only accounts. Lastly, you must have at least one web or mobile messaging channel configured.
These requirements ensure that your system is set up to handle the transition from Chat to messaging effectively, allowing you to take full advantage of omnichannel routing capabilities. For more details, you can check the originalZendesk help article.
More related questions
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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