Routing Chats by Email Address in Zendesk
Can I route chats based on a visitor's email address in Zendesk?
Natively, Zendesk does not support routing chats based on a visitor's email address. However, if you are using Agent Workspace, you can add users to an organization and use this as a condition in Support triggers.
Alternatively, you can tag users and use these tags as conditions for routing. Another option is to use the Chat API to add tags for specific users, which can then be utilized by Chat Triggers. This approach requires some development work.
More related questions
How can I automatically route chats to specific departments in Zendesk?
You can automatically route chats to specific departments in Zendesk by using triggers. Triggers allow you to send chats to a department based on conditions like the visitor's current page, tags, or locale. To set this up, go to your dashboard and…
What is the purpose of the 'Still on site' condition in chat routing?
The 'Still on site' condition is used to add a one-second delay at the beginning of a routing trigger. This delay ensures that other triggers can perform necessary actions before the chat is routed. For example, if you need to reference a visitor…
How do I ensure the chat widget only shows when specific departments are online?
To display the chat widget only when specific departments are online, you need to configure the Web Widget (Classic) settings. This ensures that the widget is available for chats only when the selected department is online. This setup helps manage…
Why are my chat triggers not firing in Zendesk?
If your chat triggers are not firing, it could be due to incorrect setup or missing conditions. Ensure that the tags used in the triggers are correctly set by the 'Set Tag/Add Tag Chat triggers' action. If you're using organization tags, note that…
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