Troubleshooting Chat Trigger Routing in Zendesk
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 sent. Additionally, ensure that this action is placed above the 'Send message to visitor' action in the trigger sequence. This setup is crucial for proper chat routing.
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…
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…
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'…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
