Route Chat to Department Based on URL
How can I route a chat to a specific department based on the URL?
You can route a chat to a specific department by creating a Chat trigger based on the URL of the page the visitor is on. This involves setting a condition in the Chat trigger to check the visitor's page URL. For example, if you want to route chats from your pricing page to your sales team, you would set the condition to 'Visitor page URL | Equals | www.sampleurl.com/pricing' and then perform the action 'Set visitor department | Sales'.
It's important to note that the 'Set visitor department' action only works when the trigger condition is set to 'When a visitor has loaded the chat widget'. For more detailed instructions, you can refer to the originalZendesk help article.
More related questions
Can I route chats based on the domain URL instead of a specific page?
Yes, you can route chats based on the domain URL rather than a specific page URL. To do this, modify the condition in your Chat trigger to 'Visitor page > contains > www.xyz.com.au'. This way, any chat initiated from your domain, regardless of the…
Why is my chat routing trigger not working as expected?
If your chat routing trigger isn't working, it might be due to incorrect trigger conditions or actions. Ensure that the 'Set visitor department' action is used with the 'When a visitor has loaded the chat widget' trigger condition. If the trigger…
Is there a limit to the number of conditions a Zendesk trigger can check?
There isn't a strict limit to the number of conditions a Zendesk trigger can check, but adding many conditions can delay the execution time. Each condition requires additional processing, which can slow down the trigger's response. For optimal…
How can I test if my chat routing trigger is working?
To test if your chat routing trigger is working, you can add tags to your trigger actions. If the tags are not added when the trigger is supposed to fire, it indicates that the trigger did not execute as expected. Testing with tags provides a…
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