Chat routing: Automate and optimize the process of routing your incoming chat requests!

Chat routing: Automate and optimize the process of routing your incoming chat requests!

Hello buddies,

How have you all blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah?

You might think that I am going bonkers... :p But NO buds am not! 

But trust me this is how it would appear to the operators of your firm when they have to deal with the issues brought in by the visitors hitting your website that has nothing to do with their skill set or field experience. 

To make sure that the visitors are provided with appropriate assistance, it is necessary that the visitor chat requests are classified and are routed to the right set of operators. Flummoxed? Okay, before you get a panic attack I will reveal the fact that you need not sweat it, we have introduced a new feature ' Chat routing' to ease out things for you. Wanna know how to avail this feature? Then do check out our user guide.

This feature allows you to route the visitor chat requests to the right set of operators based on various factors like visitor info, websites, CRM values, Zoho campaigns and a lot more.


To understand how this feature aids you and your firm let's consider the following use cases,

1. Route your visitors based on City/Region they are from 

Say you own an international private financial organization, and you provide 24/7 live chat support for your customers. 

Rather than just randomly routing the visitor chat requests to the operators of your firm, how optimized the entire process would be if you could route the chat requests based on the city/region from where the visitor is? 

As to understand a visitor's needs from a financial organization's perspective it is necessary that the operator knows the economic status, political climate, financial status and various other prime particulars about the city/region from where the visitor is.

2. Route based on the queries brought in by the visitors 

Say you own an e-commerce page for branded shoes, and a customer comes up with a request asking for a discount on the total bill amount if he purchases a bunch of running shoes. 

You can route all the chat requests like this, that has the term 'Discount' to an operator who is diplomatic enough to persuade and close the deal in such a way that both the sides earn a reasonable amount of profit. 

Or say you can route all the chat requests that have the term 'Dissatisfaction' or 'Unhappy' to the operators of your firm who are good at appeasing the customers.

3. Route based on Campaign UTM variables 

You own a watch store, and you had sent out multiple campaigns to all your customers about the upcoming end of season sale based on various criterions. And one of it was exclusively sent out to target all your elite customers about the offers on vintage Rolex watches.

Say you would want to route the chat requests of all the customers visiting your website via this particular campaign to a dedicated set of operators of your firm, you can do so by utilizing various UTM variable based criterions available under the chat routing section.

4. Route based on the current URL/Title contents 

You own an online mobile store, say you do not want to provide an option for your customers to choose a department that they would like to reach out to from their chat windows. 

Imagine how chaotic and tiresome the entire chat routing process could get during occasional sale seasons! In situations like this, you can use the route based on the "Current page URL/Title" routing rule, which would route the visitors to the chosen operators based on the specified URL or title contents. 

For instance say if the visitor is currently running through your help document and is trying to seek the assistance of your operators via live chat, then the visitor's chat request will automatically be forwarded to the operators designated to deal with the support requests of your customers. 

Perks of using this feature:
  • You don't have to manually route the visitor chat requests to appropriate operators every single time.
  • Saves a lot of time.
  • And customer satisfaction will escalate. 
  • Optimize the skill sets of the operators of your firm.

Heads up: 
  • Feature availability: Paid plans and 15-day trial plan.
  • Do remember that the chat requests of a returning visitor would be routed back to the operator who had last assisted that particular visitor.
  • A chat request will straight away be pushed to the Missed tab if it has been routed to a set of operators and their availability statuses are either offline or engaged.
  • A chat that has been routed to a particular operator can be transferred to another department or another operator of the same department as that of the operator who is trying to transfer the chat. 

Adieus amigos. Thanks for sticking around. See you all in my next post. Till then take care.

Fond regards,
Bala

    Access your files securely from anywhere








                            Zoho Developer Community



                                Bootcamp
                                Community
                                Pricing
                                Webinars
                                What's New
                                Integrations
                                Contact Support
                                Contact Sales
                                  Zoho Survey Resources
                                    Features
                                    Survey Templates
                                    Integrations
                                    Community
                                    iOS Mobile Surveys
                                    Pricing
                                    Android Mobile Surveys
                                    Insurvey Blogs
                                    Insight Blogs
                                    Tips & Tricks





                                                Latest Feature Updates

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                  • Ask the Experts




                                                      Zoho SalesIQ Resources

                                                        • Topic Participants

                                                        • Bala



                                                            Manage your brands on social media
                                                            Access Zoho Social

                                                              Zoho Pagesense Resources


                                                                  Zoho TeamInbox Resources

                                                                    Zoho DataPrep Resources


                                                                      Zoho CRM Plus Resources

                                                                        Zoho Books Resources


                                                                          Zoho Subscriptions Resources

                                                                            Zoho Projects Resources


                                                                              Zoho Sprints Resources


                                                                                Qntrl Resources


                                                                                  Zoho Creator Resources



                                                                                      Zoho CRM Resources

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner







                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources

                                                                                              Zoho Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ



                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                              • Recent Topics

                                                                                                              • Conditional Layouts On Multi Select Field

                                                                                                                How we can use Conditional Layouts On Multi Select Field field? Please help.

                                                                                                              • Multiple columns in a form

                                                                                                                I am evaluating Zoho Creator. However, I am seeing almost no layout control on a form.  Just a basic 1 or 2 column format that is then imposed on the entire form.  That's not going to work for many, many real world cases. We need multiple columns per line, and we need each line/section to occupy a single column or be able to span the columns.   Someone please tell me that I'm missing something and the capability is actually there.  

                                                                                                              • Global search

                                                                                                                Hi! I think it would be great to have a global search that would give you results from all records of a database, no only for a single field of a single form as we have now. Thanks!

                                                                                                              • Any insights about API/v2? Having problem for a while.

                                                                                                                I don't know why it is throwing a 404 error, my report name is correct. Has someone had this issue and how you fix it?

                                                                                                              • Edit QR code with redirect to form

                                                                                                                Guten morgen, wir haben ein Formular Reklamation_erstellen. Dort soll ein QR Code erstellt werden, der im Lieferschein angezeigt wird. Beim Scannen auf dem soll das jeweilige Formular zum BEARBEITEN geöffnet werden. Leider bekomme ich es nur so hin, dass

                                                                                                              • Getting all the ingredients together for baking an app

                                                                                                                Good day everyone. After reading a lot of the help docs and watching videos, I now started on my app. To prevent hours and hours wasted on going down the wrong track, I would like some clarification on the following. But first some background: I have

                                                                                                              • Help Needed with Configuring ZC Microservice

                                                                                                                I'm attempting to create a simple microservice, but am running into problems with scope and auth. Using Custom API Builder, here's my setup: 1. Method: GET 2. Auth: OAuth2 3. User Scope: All users 4. Response: Standard 5. Function: A function that returns

                                                                                                              • Creator Simplified #10: Predefine Form Field Values and Make Them Read-Only for Users

                                                                                                                Hey Creators, Ready for this week's tip in the Creator Simplified series? Today, we will explore how to have read only fields in a form. Use Case: Assume a scenario where the default value for a Department field needs to be English Literature, but you

                                                                                                              • Zoho Mail : Email Outgoing Blocked

                                                                                                                I suddenly received the following message yesterday. I cannot send any mail. Please resolve as soon as possible, I cannot work without sending email. Dear User, We regret to inform you that your email outgoing has been blocked and you will not be able

                                                                                                              • Creator and Tables

                                                                                                                Good day. I am trying to create my first application. I have imported my data into Tables and am creating my app in Creator. I do not see my tables and cannot see how to write forms data to a table. Even the Workflow just uses the form. In one of the

                                                                                                              • customer Name and address details

                                                                                                                i created one application there is no customer details in that . how to add customer details and

                                                                                                              • Recalculate every row in the subform

                                                                                                                Hello, Can anyone help me with a script, please? I have an issue. Sometimes it happens, that in a multi row subform one of the rows show an incorrect row total value. Not really understand how it can happen, if I have a 20 row subform, 19 rows show correct

                                                                                                              • Creating Repeat Forms that remove redundancies

                                                                                                                I wanted to understand if you can make multi-layer forms that reduce the need for users to input information in again and again. We want a form that our suppliers fill out per ingredient they sell, and the end result should have the Ingredient (Section

                                                                                                              • What is the difference between the free plan and the mail lite plan?

                                                                                                                What is the difference between the free plan and the mail lite plan? How many emails can I send per day?

                                                                                                              • Unblock email

                                                                                                                Hi The outgoing mail from a client of me is blocked. I already made tickets and tickets are send to the EU desk but nobody is responding. The problem is already 4 days! There is absolutely no help from the support. I am really not satisfied at all! Can

                                                                                                              • Domain verification failure

                                                                                                                Hello Zoho Support, I purchased my domain directly through Zoho Mail, but the domain verification keeps failing with the message “TXT verification failed.” I’ve already waited and retried several times, but it still won’t verify. Could you please manually

                                                                                                              • Unable to send message;Reason:554 5.1.8 Email Outgoing Blocked.

                                                                                                                My email account is unable to send emails, and I urgently need to use it. How can I resolve this?If there is anything we have done wrong, please let us know in advance so we can actively cooperate to improve. User ID: 850482493

                                                                                                              • URGENT: Email stopped workin - can't access admin panel

                                                                                                                For some reason email sending stopped working. When I try to send an email it fails with "Unable to send message;Reason:451 4.7.1 Temporary system error" I can receive email just fine I see in my notifications some errors about the MX records, however

                                                                                                              • Can I associate an invoice to a Project after the fact?

                                                                                                                We have generated an invoice but would like to assoicate it to a Zoho Project after the fact.  Is there any way to accomplish that? Thanks, Scott

                                                                                                              • Emails I send as a cc or bcc NEVER GO THROUGH TO THA RECEIVER !!

                                                                                                                every time i send a cc or bcc copy of an email to anyone when I’m using my zohomail.com email - no one ever gets the cc of bcc copy if the email: why???? And i triple check that the email addresses are correct; then i get back an email message (EVERYTIME)

                                                                                                              • Cannot see correct DNS config for mail after moving domain to another provider

                                                                                                                I have moved my domain from one provider to another and after that zoho mail stopped working (expected). Problem is, zoho mail admin panel still shows (10 hours after move) that all records are correct while I haven't changed anything in my domain DNS

                                                                                                              • Add Support for Authenticator App MFA in Zoho Desk Help Center

                                                                                                                Hello Zoho Desk Team, We hope you are doing well. We would like to request an enhancement related to security for the Zoho Desk Help Center (customer portal). Currently, the Help Center supports MFA for portal users via SAML, JWT, SMS authentication,

                                                                                                              • Auto-fill Contacts in Zoho Mail not working for me

                                                                                                                We just switched to Zoho Mail for our company, and I am noticing that the "auto fill" feature when composing an email -- where the "to" field is autofilled (like in the attachment) from Contatcts works for everyone except me. Any way I might have made

                                                                                                              • How to unlink a SAML user from the existing Zoho Desk user (domain change case)

                                                                                                                Hi everyone, I’m trying to understand how to handle a situation where a customer changes their company domain. In our setup, users authenticate via SAML, so when the domain changes, the SAML system treats them as a new user. However, in Zoho Desk, I’d

                                                                                                              • Price Managment

                                                                                                                I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are just

                                                                                                              • Related to zoho survey

                                                                                                                Hi team. I want to know something regarding zoho survey question builder. I have two questions each of dropdown (One answer) - question type. In the first question, there are 16 answer choices and in the second question, there are 3 answer choices. For

                                                                                                              • 60 Days Into Zoho - Tiktok Branding Startup -7 Questions?!

                                                                                                                Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what's

                                                                                                              • Text Message

                                                                                                                When trying to sent a text message, it says its an error i should contact a zoho agent

                                                                                                              • Zoho POS is now available for Canadian retailers

                                                                                                                Hey everyone, We're excited to introduce the all-new Canadian edition of Zoho POS, which helps retail businesses simplify and manage their end-to-end business operations. Start by signing up and exploring the 15-day free trial. Sign up now How does Zoho

                                                                                                              • Payroll In Canada

                                                                                                                Hi, When can we expect to have payroll in Canada with books 

                                                                                                              • Mass update to change or shift all project dates and keep project structure + shift all sub-tasks dates with main tasks

                                                                                                                Most users would expect that if they change the start date of their project then that will be reflected inside the actual project and any project structure would be retained.  Additionally if a task list with associated sub-tasks is moved, most users would expect that those sub-tasks would also be moved along with their parent task.  This is not the case. For a total Project shift of dates: * the start and end date from > "Edit Project" page can have a radio button added to "shift all project tasks

                                                                                                              • Closing Accounting Periods - Invoice/Posting dates

                                                                                                                Hi, I have seen in another thread but I'm unsure on how the 'transaction locking' works with regards to new and old transactions. When producing monthly accounts if I close December 24 accounts on 8th Jan 25 will transaction locking prevent me from posting

                                                                                                              • In-person ZUG Meetups for Real Estate Professionals - US Q1 2026

                                                                                                                The Real Estate Zoho User Group is going on a multi-city, in-person meetup tour across the US, and we’d love to see you there! These meetups are a great opportunity to: Connect with fellow real estate professionals using Zoho Share challenges and discover

                                                                                                              • Zoho CRM custom fields not showing in zoho creator

                                                                                                                Hi Team, I have created a Products form with Zoho CRM integration and connected it to Products module of CRM. But when I see the reports of Products in Zoho creator then I am not able to see custom fields of Products module. Only standard fields of Products

                                                                                                              • Sending email notifications based on language

                                                                                                                Hello. I would like to know how we can bypass the default notifications (which are just in English) for when a ticket is created/replied to/closed, to be in other languages, based on the language field in the ticket? I can create other email templates,

                                                                                                              • Zoho Error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details

                                                                                                                Hello There, l tried to verify my domain (florindagoreti.com.br) and its shows this error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details. Screenshot Given Below -  please check what went wrong. Thanks

                                                                                                              • Download a file from within a zoho creator widget

                                                                                                                I have a widget running in Zoho Creator , it displays uploaded documents in a table file, and I have added a download link in the view. ( The widget is created with html, css and javascript). I do not succeed in getting the download working. Do I have

                                                                                                              • Correlated subqueries not supported in Zoho Analytics. This creates huge limitations

                                                                                                                Running into a major limitation in Zoho Analytics: correlated subqueries simply don’t work, even in completely standard SQL patterns inside a JOIN. Example: LEFT JOIN "Bills" b ON d."Id" = b."Deal ID" AND EXISTS ( SELECT 1 FROM "Bill

                                                                                                              • Zoho / Outlook Calendar sync

                                                                                                                The current Marketplace -> Microsoft -> Meetings integration needs 2 changes. 1. The current language for the Two-Way sync option should be changed. It currently states, "Sync both your Zoho CRM Calendar and Office 365 Calendar meetings with each other."

                                                                                                              • Email content just contain 'OK' ,not what we expect

                                                                                                                create campaign API URL: https://campaigns.zoho.com/api/v1.1/createCampaign req params: {'campaignname': 'General_Outreach_d0cfc415-43aa-4b96-bb09-558e76a3dda3_50_20251117_214806_660', 'from_email': 'admin@allinmedia.ai', 'subject': 'ALL IN MEDIA', 'list_details':

                                                                                                              • Next Page