Chat Assignment Made Easy
Assign right chat request to the right agent with Chat Routing Rules
Make handling chat requests better with automatic chat assignment. With Customer360 video chat software, you can set up routing rules to ensure that chat requests are directed to those who are best capable of answering visitors’ queries. Routing rules allow you to automatically assign chat requests to the right support agents as per their skill sets and expertise. These rules enable you to give the visitors quick and accurate answers and deliver quality customer support.
You can either choose to route the chat requests automatically or allow agents to pick them up manually. If you choose automatic routing, chats get assigned to available agents in the order that they are received. In manual routing, each available agent can see all new chat requests and choose the chat that they want to respond to first.
Customer360 provides a rich condition builder for setting up chat routing rules. Chats can be routed by allowing them to match a single condition or all of them. When a chat matches the pre-defined conditions, it automatically gets routed to the specified agent or group.