Routing
Workflow of routing should be enabled in Chatbot setting, Action -> Assign: User

Principle of General Routing:

  1. 1.
    Lowest workload: Assign to the agent who fulfils all criteria and has the lowest Open Tickets (assigned to him/her)
  2. 2.
    Equal (round-robin) distribution: Coming soon!

Criteria descriptions:

Maximum chats

The number of chat limit applies to all agents.
When the agent having the number of Open Tickets that is more than the maximum chats, workflow will not further route and assign to him/her.

Skills routing

Route respective chats to agents based on their skills and apply respective visitor tags to visitor chats.
When Tick, routing will be based on Chat Ticket Tags and Agents' Skill Tags at the moment of routing workflow execution.

Maximum waiting time

Longest amount of visitor wait time (in seconds) to find an agent with the correct skill match. When the time limit is reached, chat will be assigned to any available agent with the least number of unresolved chats assigned to them.
Within the maximum waiting time, Chat Tickets will only routed and assigned based on the exact matching between Chat Ticket Tags and Agents' Skill Tags. After the maximum waiting time, Chat Tickets will only routed and assigned based on the closest matching between Chat Ticket Tags and Agents' Skill Tags, among different agents. Sample: Chat Ticket Tag: VIP, Booking, Enterprise Plan, Security [4 Tags] Agent A Skills Tag: Booking, Enterprise Plan, Security [3/4 Tags matched] -> will assign to Agent B Skills Tag: VIP, Booking [2/4 Tags matched] Agent C Skills Tag: Enterprise Plan [1/4 Tag matched]
However, when there are tags with tick on "Mandatory skill in Routing", Chat Tickets will only routed and assigned to Agents with those Skill Tags.

Assign to previous agent

Chat Tickets will be assigned to the previous agent if they show status matched to the items ticked as below "Assign to agent with a particular status".
Assign to previous assignee takes the highest priority!

Assign to agent with a particular status

Agents can be assigned chats according to their status. (Online/ Busy/ Away/ Offline)

Reassignment

When Chat Ticket is routed to an agent and he/she has no first response (outbound messages), Chat Ticket will be reassigned to another agent(s) who can fulfil the routing criteria.

Reassignment timeout

Time (in seconds) with no first response before a chat is reassigned to another agent(s).
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Outline
Principle of General Routing:
Criteria descriptions:
Maximum chats
Skills routing
Maximum waiting time
Assign to previous agent
Assign to agent with a particular status
Reassignment
Reassignment timeout