Agent, department routing
Automatically route chat session based on visitor location. In our scenario we have a sales team consisting of 6 employees each covering a certain territory of US States. It would be nice if a trigger could be created that will route the chat session to the appropriate agent (sales employee) based on the visitor's location. There are already conditions based on IP, hostname, city, or country, but region would be great too. Also, there's no feature as far as I know for auto routing.
Besides "Ring-to-all" assignment, there are other options for advanced chat routing like:
- "Continue with same agent" - To ensure fast and accurate communication, Tawk should assign chats to agents who've had previous communication with same visitors.
- "Random Assignment" auto chat assignment with max # of chat cap.
- "Average Utilization" so that new chats will be assigned to the agent with lowest number of running chats to keep the same utilization of all available agents.
Eliseu Borges commented
I suggest that the trigger action has an option to direct a particular chat session to a group, agent, or department department. Example: a customer from Colombia will be directed to the agent who speaks Spanish. This can also be useful for filtering inquiries where there are company branches.
Justin Hollender commented
Any update on this?
I too would like the ability to prioritise which agents receive the chat requests in a specific order.
i.e. I want my first line team to get that chat first and only after x seconds if unanswered go to 2nd line etc
Diego Santos Pantoja commented
When the user fills the pre chat form automatically route chats to departments, this way only the agents who are part of the selected department will be able only to see the request. Currently all the agents sees all the chat requests.
Thanks for the awesome app!
Annmarie Dawson commented
I would like the system to allocate chats to advisors, rather than the advisors accepting the chats. This way I can ensure that chats are equally shared amongst the team.
Clayton Santi Rossi commented
Após consultar no chat do aplicativo TAWKTO sugiro que se acrescente a seguinte funcionalidade:
RODÍZIO DE CORRETORES onde poderiam ser cadastrados por exemplo 3 corretores e na sequencia exata da fila o CHAT seria passado exclusivamente para o corretor da vez. Se não responder em 30 segundo passa ao próximo.
Funcionalidade interessante para Imobiliárias ou Grupo Autônomo de corretores
It will be great to set up so that chat wil be region specific: ex. route customers from Chicago region to Chicago agent, Northeast customers to Northeast agent and so on...
with this capability we will be able to handpick our top performers agents to handle the chats. We will route all chats to one agent and if he is busy the next chat will go the the second best agent and so on.
This will be helpfull to assign offline tasks or ad hoc requests to the poeple we need
Create agent groups/teams and in the group or team attain priority power (%) or hierarchy between agents in the same group or team.
(e.g. English speaking agents, German speaking agents, French speking agents)
Add to the Condition part of triggers "Check visitor browser's language",
and Add to the Action part of triggers "Assign visitor to <agent group>
So for example if the visitor requesting chat check browser's language equals German then route chat to German speaking agent group, at that group priority power will be compared between available agents and the chat will be routed to more powerfull agent available, if this agent doesn't react in a predetermined time then system will reroute this visitor to next available and priority power on second place at that group, if the second one is not reacting or answering then reroute to any other available agent without group or team specification....just like cloud phone routers does.
Something similar to this feature by Zendesk https://chat.zendesk.com/hc/en-us/articles/212679657-Automatically-route-chats-to-departments
1. Can we define Chat inactivity time out if any of visitor do not respond to particular chat session?
2. Can we define particular number of chat he/she could join at a time?
3. What are the possibilities of chat auto transfer to second available agent if first agent is not answering to incoming chat.
4. If visitor or agent is closing the chat session it must be closed at same time, this should not be as it must be closed from both end.
Arturo González commented
If there is an agent available, to trigger automatically the chat to him
There should be a way to set Agent order so that first request for chat is sent to the Agent No 1 and if Agent 1 doesn't respond to request in a few seconds, then to Agent No 2 etc. We know not all human beings are equally in abilities, we would like to setup the order in which agents respond, with the best agent getting the first option to take a chat.
While you're working on chat routing, logic should be developed for both round robin routing and "most available" agent routing (based on least number of chats, or lowest % of capacity based on maximum chats allowed per agent).
Don't understand how round robin routing isn't already built in. Every major chat platform I've looked at has this. Unfortunately, this is a deal breaker for us.
Also, there should be a setting for if the assigned agent doesn't respond, then what to do (continue round robin, switch to "ring all", etc)
I have a list of 25 agents that can log in and take chats from their desktop or cell phones. It would be nice to have a system setup where it will send a chat out going down a list of who is available to take a chat instead of a first come first serve. This will spread out leads to all available agents that are online so it can be fair to all.
Good morning, I need to share equally the contacts that come from my site with all my agents. I created the departments, but I need to be able to CHOOSE the agent answers a chat? ideas? it's possible?
You dont need to enter in the chat, one of the agents enter in the chat automatically..
Hide Department selection
i.e. landing page
a landing page would default to the sales department. but when a lead starts to chat it would automatically go to sales.
someone clicking to talk support, vs sales.