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 Campaigns Resources


                        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 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

                                                                                                        • Request to Differentiate Auto-Closed WhatsApp Conversations in SalesIQ

                                                                                                          Hi Zoho Support, I’d like to raise a request related to the way WhatsApp conversations are auto-closed in SalesIQ. Every Monday, our Sales team has to manually review each closed WhatsApp conversation from the weekend to identify which ones were automatically

                                                                                                        • Kanban View UI gets a revamp

                                                                                                          Hello everyone, In the coming week you will notice design related enhancements in Kanban View. The UI has been changed and a new option is introduced under Kanban View Settings that allows to change the color of the category headers.  Please, note that the functionality is not changed. These changes will not apply to the Activities and Visits modules. Here are the details of the changes: 1. The column widths have been fixed to 300 px. The records will have a box around them for clear distinction.

                                                                                                        • Can you stop Custom View Cadences from un-enrolling leads?

                                                                                                          I'm testing Cadences for lead nurture. I have set un-enroll properties to trigger on email bounce/unsubscribe, and do NOT have a view criteria un-enroll trigger. However, help documents say that emails are automatically un-enrolled from a Cadence when

                                                                                                        • Issue with Anchor Link on Zoho Landing Page (Mobile/Tablet View)

                                                                                                          Hi Team, I have created a landing page using Zoho Landing Page and added an anchor link to it. The anchor link is working fine on desktop view; however, it does not work properly on mobile or tablet view. I’ve tried debugging this issue in multiple ways,

                                                                                                        • Simplest way to convert XML to a map?

                                                                                                          I've reviewed the help info and some great posts on the forum here by Stephen Rhyne (srhyne). At the moment I'm using XPath to generate a list of xml nodes, iterating through that to fetch the field name/value pairs and adding them to a map (one map for each record in the data). I then convert the row map to a string and add it to a list. Here's the function: list xml.getRecordListFromXML(string xml_data, string ele_name) {     result = List();     // get list of record nodes     rec_list = input.xml_data.toXML().executeXPath("//"

                                                                                                        • Introducing Creator Simplified: An exclusive learning series to enhance your app development skills

                                                                                                          Hey Creators! Welcome to Zoho Creator's new learning series, Creator Simplified. In this series, we'll dive into real-world business use cases and explore how to translate your requirements into solutions in your Creator application. You can also expect

                                                                                                        • [Product update] Updated Data Synchronization Process for QuickBooks - Zoho Analytics Integration.

                                                                                                          Dear QuickBooks integration users, We’re making an important update in the way data is currently synced in your QuickBooks integration within Analytics workspace. What’s changing: Previously, with every data synchronization, Zoho Analytics used to fetch

                                                                                                        • Zoho CRM new calander format cannot strikethrough completed task

                                                                                                          Hi, Recently there is a new format for calendar within Zoho CRM However, found out that a completed task will not cross out or strikethrough like previous format. Without strikethrough, it will be difficult to identify which task is still in Open status.

                                                                                                        • How to edit form layout for extension

                                                                                                          I am working on extension development. I have created all the fields. I want to rearrange the layout in Sigma platform. But there is no layout module in Sigma. How can I achieve this for extensions other than Zet CLI and putting the fields into widget

                                                                                                        • Employees not Users

                                                                                                          Hello, We are a construction company that has +180 employees and most of them are in remote location working onsite with no access to internet. Is it possible that we have data stored for all employees but have only 5-10 users who will be in charge of entering employees data? or do we have to pay for all +180 employees? even though they won't be using the system?

                                                                                                        • Zoho people generatimg pdf

                                                                                                          Hello , now i want to make a customm button in zoho people that is inside a deduction module , that fetches all the records and generate a pdf with a template that i have done in the mail merges template , i was told that i have to upload template on

                                                                                                        • Ability to Filter Alias Mailboxes in Zoho Recruit

                                                                                                          Dear Zoho Recruit Team, I hope you are doing well. We would like to request a feature enhancement regarding the handling of alias mailboxes in Zoho Recruit. Currently, when we connect an alias mailbox (e.g., jobs@domain.com) from our Zoho One account

                                                                                                        • zohorecruit.com career form postcode bug

                                                                                                          Dear, When I select a postcode from the drop down on a zohorecruit.com career form, the street text field is automatically filled with the name of the city, which should not happen. Any idea how I can fix this? Thanks, Bart

                                                                                                        • Office-365-agenda and Microsoft Teams Integration

                                                                                                          Dear, I have a trial version of Zoho Recruit and trying to evaluate the Microsoft Teams Integration in Zoho Recruit. After registering with my Office 365 account and checking the result of the registration/sign-in at https://mysignins.microsoft.com/ (which

                                                                                                        • Delegate Access - Mobile iOS/iPad

                                                                                                          We’re over the moon that delegate access is now available in Zoho Mail as we were nearly ready to switch platforms because of it! Is there a timeline on when delegate mailboxes will be accessible from the iOS and iPad OS applications? Thanks, Jake

                                                                                                        • How to add Connector in developer platform zoho?

                                                                                                          Hi, I am working on creating an Extension, and part of the development is to retrieve Email templates. In my CRM instance I can invokeURL by creating Zoho OAuth connection and get the template. But developer platform does not provide Zoho OAuth or any

                                                                                                        • How to archive Lost/Junk Leads so sales reps don’t see them, but keep them for reporting?

                                                                                                          Hi everyone, In our Zoho CRM we have two Lead Status values: Lost Lead and Junk Lead. What I want to achieve is: When a lead is marked as Lost or Junk, it should disappear from my sales reps’ Lead views (so they only see active leads). At the same time,

                                                                                                        • Zoho CRM Canvas Copy Original Layout

                                                                                                          Hello all, I want to use Canvas to make small changes to certain views, not to make huge changes. Is it possible to copy the original Zoho layout and set-up and start from there? I checked and all I can find are some templates which are far from the original

                                                                                                        • Revenue Management: #5 Revenue Recognition in SaaS

                                                                                                          If you're building or running a SaaS business, you've probably encountered this. You get paid upfront for a subscription and a one-time onboarding fee, but you end up with confusion about when to consider it revenue. Can I book all of it now? Should I

                                                                                                        • MS Teams for daily call operations

                                                                                                          Hello all, Our most anticipated and crucial update is finally here! Organizations using Microsoft Teams phone system can now integrate it effectively with Zoho CRM for tasks like dialling numbers and logging calls. We are enhancing our MS Teams functionality

                                                                                                        • Zoho Learn Course Access Issue

                                                                                                          One of the learners in a specific course can't see any lessons. They are registered as both a user and learner for this course in Zoo Learn. What could be the reason?

                                                                                                        • ZOHOLICS Japan 2025 開催のお知らせ（再投稿）

                                                                                                          【コミュニティユーザーの皆さまへお知らせ】 Zoho 最大のユーザーイベント「ZOHOLICS Japan 2025」を9月19日（金）に開催します。 AI活用に関する特別講演、ユーザー事例、Zoho 製品の活用例のご紹介など、Zoholicsならではのセッションをご用意しています。 Zoho コミュニティ開催のMeetupとはまた違った雰囲気のイベントです。 ご都合のつく方はお気軽にご参加ください✨ 詳細はこちら https://events.zoho.jp/zoholics2025#/?affl=forumpost2

                                                                                                        • Phone Number format for Bulk Upload via csv for Zoho Sign

                                                                                                          What is the phone number format that we need to use for a bulk recipient upload via csv in zoho sign, should the country code be included for ex if its US should it be +18889007865 ior 18889007865 or without country code 8889007865? the sample csv provided

                                                                                                        • Filter Page Elements By Selectable Date Range

                                                                                                          I have created a basic Page that will serve as a client dashboard with elements that will provide simple counts & sums of data in reports. There are no reports or forms added to the page, just elements. It currently functions as needed, but shows the

                                                                                                        • Can’t Enter my Notebook is Locked

                                                                                                          I’ve been using Notebook for taking notes at my college for a month and I never signed in and I never established a password. Today I tried to enter the app after the update and it asked me for a password. I need to access to my notes urgently and I can’t

                                                                                                        • Send Email Directly to Channel

                                                                                                          Hi, We are coming from Slack. In Slack each channel has a unique Email address that you can send emails too. I currently forward a specific type of email from my Gmail InBox directly do this channel for Verification Codes so my team doesn't have to ask

                                                                                                        • Secure your external sharing process with OTP Authentication

                                                                                                          For any business, it's crucial to share files externally in a way that is both secure and controlled. Let's say you want to share confidential data with your partners and vendors. You must ensure that only your intended recipients can access the shared

                                                                                                        • Items attribute questions

                                                                                                          Many of my items have attributes, such as size and color. How can I add new fields to the "New Items" screen to capture that in my Purchase Orders, Items, and Sales Order pages? I only see these attribute fields when adding an Item Group. Also, on the

                                                                                                        • Is there a way to search mail for items you haven't yet responded to?

                                                                                                          I'm trying to create a search to show emails that haven't been responded to and that have also been assigned a tag or label. Is there a way to search for the inverse of replied?

                                                                                                        • Zobot and Sales IQ

                                                                                                          What will happen to the Zoho Sales IQ being integrated to the website after creating the Zobot on the website too

                                                                                                        • Subtotals per Header

                                                                                                          Hey, we would like to display subtotals per header in our invoices:

                                                                                                        • upgrade storage

                                                                                                          how to upgrade my storage

                                                                                                        • Linking items from books and subscription

                                                                                                          Linking books and subscription It is a pity that it is not possible to associate with a product an article present in ZohoBooks This would make it possible to manage products composed of a nomenclature of articles of books

                                                                                                        • Add the ability to view number of hours planned for a workorder while in the Dispatch Console

                                                                                                          Hi Zoho, When dispatching a work order through the Dispatch Console, there's currently no way to view the number of planned hours for the service tasks associated with that specific work order. Having to click into the details each time to check planned

                                                                                                        • Uploading Files from uploads api

                                                                                                          I tried uploading the image from the API call but its giving me unauthorized error even i have given valid token in header. After uploading i need that id to pass in create ticket api uploads but its not uploading that file. Please help me out in th

                                                                                                        • Categorize Items with Item Headers

                                                                                                          Hello customers, Did you ever want to classify items based on specific categories to help your customers understand your invoice better? With the new Item Header feature, you can easily categorize items in your invoices and estimates and give them a common title.  Item Headers are available in the Invoices, the Recurring Invoices and the Estimates module. It can be carried forward from estimates to invoices at the time of converting the estimates.  To add an item header: Go to the Estimates, Invoices

                                                                                                        • URLs being masked despite disabling tracking

                                                                                                          Hey, We had disabled click tracking from an email update we are sharing with our users. Despite this, the URL the end user is receiving is masked, and looks like "https://qksyl-cmpzourl.maillist-manage.net/click/1d8e72714515cda6/1d8e72714515ca70" instead

                                                                                                        • Change format of quantity format

                                                                                                          Hi,  I would like to change the qunatity format from 1,00 to 1.  Is this possible?   thanks!

                                                                                                        • square up and Zoho books

                                                                                                          Since we set up the app connection between square up and Zoho books we have realised that when the amounts are getting transferred Zoho is adding VAT again making the numbers 20% more than they should be. We have checked our settings and they VAT/ Tax

                                                                                                        • How to provide Access rights to specific Bank accounts

                                                                                                          We have several bank accounts. I want to provide certain members access to only 2-3 accounts. It appears that when I give permissions, they are for ALL bank accounts. How do I do that?

                                                                                                        • Next Page