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Chat Routing


There are two modes under the hood for Chat Routing, “Broadcast” & “Assigned” .So we will have a look at both of them and try to understand how the routing works.


Broadcast: 


Here the chat will be broadcasted to all the agents available online and serve chats from a shared queue. By setting the Chat Limit, you can limit the maximum number of chats an agent can receive.


In inactivity timeout section you can decide the number of seconds after which the chat will be redirected to another agent if the current agent is not responding.


Assigned:


Under this mode of chat routing,the chat will be routed to a fixed number of agents. And number of agents to which this chat is assigned can be fixed from Agent Limit.


By setting the Chat Limit, you can limit the maximum number of chats an agent can receive. In inactivity timeout section you can decide the number of seconds after which the chat will be redirected to another agent if the current agent is not responding.




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