Understanding Broadcast Chat Routing in Zendesk
What is broadcast chat routing in Zendesk?
Broadcast chat routing allows agents to receive notifications when chats are waiting, giving them the flexibility to decide if they can handle more chats. Admins can set a limit on the number of concurrent chats an agent can handle before they stop receiving notifications. This method empowers agents to manage their workload effectively while ensuring that customer queries are addressed promptly.
For more details, you can check out the originalZendesk article.
More related questions
How does assigned chat routing work in Zendesk?
Assigned chat routing automatically assigns chats to agents based on who has been available the longest. This ensures a fair distribution of work among agents. Administrators have the ability to set limits on the number of chats an agent can be…
What is hybrid assignment in Zendesk chat routing?
Hybrid assignment in Zendesk chat routing combines elements of both assigned and broadcast routing. It functions like assigned mode, where chats are automatically assigned to agents. However, agents have the option to manually claim additional…
How can admins control chat workload for agents in Zendesk?
Admins in Zendesk can control chat workload by setting limits on the number of concurrent chats an agent can handle. This applies to both broadcast and assigned chat routing methods. By setting these limits, admins ensure that agents are not…
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.
