Routing Messaging Notifications in Zendesk
What are the methods for routing messaging notifications in Zendesk?
Zendesk offers two primary methods for routing messaging notifications to agents: Broadcast and Assigned. These methods help ensure that customer requests are handled efficiently.
With the Broadcast method, all agents or specific subsets are notified of incoming requests, allowing any available agent to respond. The Assigned method, on the other hand, assigns each request to the next available agent. To configure routing, go to the Chat dashboard, select Settings > Routing > Settings tab, and choose your preferred method. Adjust other settings as needed and save your changes. This setup helps manage agent workloads and improve response times.
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