Routing and operators
Who gets a new chat - everyone, the least busy, or in turn - and on Professional by language, skill and a limit of chats at once.
How new chats are given out
Under Settings > Routing & queue:
- Give new chats to someone automatically - off: every online person sees the chat under Waiting and anyone takes it.
How:
- Everyone online sees new chats and takes one
- Give each chat to the least busy person online
- Give chats to the people online in turn
- Chats at once for each person: nobody is offered more than this.
An offered chat shows "for you" under Waiting, with a sound and a phone alert. If it isn't taken within a minute, it moves to the next person. Anyone may still take any waiting chat. A person who goes away or offline passes their offered chats on.
A visitor left waiting longer than A waiting chat counts as missed after (Preferences, 2 minutes at first) is reported to Admins and Supervisors by email and on their phones.
Languages and skills (Professional and Business)
Open Settings > Operators. For each person set:
- Shown to visitors as: the name visitors see
- Languages: two-letter codes, for example
en, hi, ta - Skills: words like
sales, billing - Chats at once
- Widgets they answer (when you have several): none chosen = all
New chats go first to the people who speak the visitor's browser language and have the skill the visitor picked from a chatbot button (a button's topic), then by the "how" above.