Why Triggers Route Chats to Unavailable Agents - Frequently asked questions
Frequently asked questions
Why do triggers route live chats to departments with no available agents?
Triggers can route chats to departments even if no agents are available. This happens because triggers are set to direct chats based on specific conditions, like visitor tags or page location, without checking agent availability. To address this,…
How can I prevent chats from being routed to offline departments?
To prevent chats from being routed to offline departments, you can implement custom API code. This code will check if agents are online before routing the chat. Without this customization, triggers will route chats based on predefined conditions,…
What happens to chats routed to departments with no online agents?
Chats routed to departments with no online agents will still be directed there, but they won't be lost. Instead, these chats will automatically create a ticket. This ticket allows agents to follow up with the customer once they are back online,…
How do I set up triggers to route chats to specific departments?
Setting up triggers to route chats involves creating conditions and actions based on visitor information. For example, you can route chats to the Sales department if a visitor is on the pricing page. To do this, go to Manage > Triggers in your…
Can I automatically create tickets for missed chats?
Yes, missed chats can automatically create tickets. This feature ensures that any chat routed to a department without online agents is not lost. The chat will be converted into a ticket, allowing agents to follow up with the customer when they…
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