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

                                                                                                              • Homepage not assignable to group

                                                                                                              • 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

                                                                                                              • Automation#22 Track Ticket Duration at Specific Status

                                                                                                                Hello Everyone! Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk. Zylker Techfix customized Zoho Desk’s

                                                                                                              • Automation#23: Automate Guided Conversations in Zoho Desk with Business Hours

                                                                                                                Hello Everyone, This week's edition introduces a custom function designed to automate Guided Conversations in Zoho Desk, based on your business hours. With this feature, you can align the bot's behavior with your business schedule, ensuring a smooth and

                                                                                                              • Address changes in quote form

                                                                                                                When entering a quote, the first piece of information required is the Account, which properly populates the billing and shipping address fields. Then I use the lookup function to select a contact, and when I do, the billing and shipping addresses are

                                                                                                              • Automation#24: Auto-Update custom field from Accounts to Tickets

                                                                                                                Hello Everyone! Welcome back to the Community Learning Series! This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information,

                                                                                                              • Kaizen #227 : Client Script Support for List Page (Canvas)

                                                                                                                Hello everyone! Welcome to another week of Kaizen. In today's post lets see how Client Script can be used in Canvas List Page to mask sensitive information from specific roles and add colors to Canvas List Page records based on custom criteria.This use

                                                                                                              • Implement Date-Time-Based Triggers in Zoho Desk

                                                                                                                Dear Zoho Desk Support Team, We are writing to request a new feature that would allow for the creation of workflows triggered by specific date-time conditions. Currently, Zoho Desk does not provide native support for date-time-based triggers, limiting

                                                                                                              • Automation#25: Move Tickets to Unassigned When the Owner Is Offline

                                                                                                                Hello Everyone, Welcome to this week's Community Series! 'Tis the holiday season—a time when work often takes a brief pause. The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period,

                                                                                                              • Automation#27: Retain Ticket Owner on Moved Tickets

                                                                                                                Hello Everyone! This week, we present to you a custom function that retains the ticket owner when a ticket is moved from one department to another. Here’s more to help you understand the custom function: At Zylker Techfix, Alex, the Support Engineer manages

                                                                                                              • Automation#28 Notify Agents on Article Expiry

                                                                                                                Hello Everyone! This week, we’re bringing you a feature that notifies your team when articles in the Knowledge Base are set to expire to keep your content relevant and helpful for customers. The Zoho Desk's Knowledge Base is an asset for customers to

                                                                                                              • Automation#29 Retain ticket status on moved tickets

                                                                                                                Hello Everyone, Hear out Zylker Techfix’s Success Story on Smoother Ticket Transitions! Zylker Techfix, a gadget servicing firm committed to quick repairs and timely deliveries, faced a challenge when ticket statuses changed automatically while moving

                                                                                                              • Automation#32:Auto Add New Portal Users to the Help Center User Groups

                                                                                                                Hello Everyone, Introducing a custom function that automates the process of adding new portal users to Help Center user groups, making user management effortless! By default, Zoho Desk allows you to assign new portal users to groups manually. But with

                                                                                                              • Using email "importance" as workflow-criteria

                                                                                                                I'd like to set up a workflow that triggers if an incoming email has been flagged as "high importance" but I'm not seeing any way to do that. Hopefully I'm just missing something obvious...?

                                                                                                              • Automation#34 : Automate Email threading for Ticket notification

                                                                                                                Hello Everyone, It's been a while since we've presented an automation. However, our community has been buzzing with ideas, use cases, and discussions with our community experts and Ask the Experts session. So, here we are again, presenting an automation

                                                                                                              • Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros

                                                                                                                Hello Everyone, This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner. When managing tickets, you can use the Comment feature to communicate internally with your team and

                                                                                                              • Automation#36: Auto-create time-entry after performing the Blueprint transition

                                                                                                                Hello Everyone, This week’s edition focuses on configuring a custom function within Zoho Desk to streamline time tracking within the Blueprint. In this case, we create a custom field, and request the agent to enter the spending time within the single

                                                                                                              • Automation#33: Automate Splitting Names for Existing Contact Records

                                                                                                                An organized directory – who doesn't love one? Previously, we explored how to split contact names into First Name and Last Name for new contacts in Zoho Desk. But what about existing contacts already in your database? This week, we bring you a custom

                                                                                                              • import data from Apollo.ai into zoho crm via zoho flow

                                                                                                                I might be asking this question in the wrong forum. We use Apollo.ai to find potential new leads for our business, there are around 10000 leads that we have initially found. We have an Apollo.ai account but just to do searches, we dont use it as a crm.

                                                                                                              • Fix the speed

                                                                                                                It takes ages to load on every step even though my dataset is quite small.

                                                                                                              • Workqueue

                                                                                                                I really like the idea of the Workqueue generally - it will be really useful. What it seems to lack however, is the ability to customise it properly. I want to be able to show a custom view rather than just "My Leads" and "Leads Assigned in Last 3 hours".

                                                                                                              • Webform & spam

                                                                                                                Hi, We set up 2 webform on our website, fowarding the content to Zoho CRM. Since it has been opened up, we are getting lot of spam message (for now about 20 a day). To lower the amount of false new leads we added the captcha field and new enquieries are

                                                                                                              • Zoho CRM Web form page URL

                                                                                                                Hi there, I am getting quite a bit of spam through my Zoho CRM Web form and want to restrict the URLs it is submittable from. I can see that I can add Location URLs but I need to be able to just add a domain so can I enter mydomain.com/* to cover all

                                                                                                              • Receiving too many Spam Leads. Why?

                                                                                                                I am receiving so many junk leads from web forms created by zoho's platform. The junk queries are increasing day by day and are affecting our business. I am continuously following up with zoho team from the past one year but not getting any satisfactory

                                                                                                              • Mail Merge is not working properly as far as the AUTOMATE section is concerned

                                                                                                                Hi there, I created a Mail Merge template for the Deal module. I would like Deal owners to mail merge their Deal records, download the Mail Merge document as a Word doc and make a few changes before sending it to the customer. Thing is, neither the "Merge

                                                                                                              • Canvas Detail View Related List Sorting

                                                                                                                Hello, I am having an issue finding a way to sort a related list within a canvas detail view. I have sorted the related list on the page layout associated with the canvas view, but that does not transfer to the canvas view. What am I missing?

                                                                                                              • project name field issue- n8n

                                                                                                                Hey guys, I have a question. I want to create a new product using the workflow. The problem is with the product name field; I don't know how to fill it in. The workflow starts with retrieving information from the leads table, retrieving links to scrape

                                                                                                              • Function #20: Custom calculation in item table of invoices

                                                                                                                When you create an invoice in Zoho Books, the 'Amount' of a line item is typically calculated as the product of the "Quantity" and the "Rate" of the item. For instance, if an item has a sales rate of $50 and a quantity of 5 is sold, then the amount would

                                                                                                              • Critical:- Eneble TDS filing for 26Q from the zoho book

                                                                                                                We currently extract TDS data from Zoho Books and manually input it into a separate TDS software to generate the FUV file and file returns. Previously, while using Tally, we benefited from an integrated feature that seamlessly recorded transactions and

                                                                                                              • How to track repeat customers?

                                                                                                                I own a food business and every order is entered into Zoho with: a unique Customer ID total order amount date of order With this information, I want to be able to see a list of my "best" customers. In other words, descending lists arranged according to:

                                                                                                              • How to hide or archive a blog post temporarily in Zoho commerce website builder?

                                                                                                                I would like to temporarily hide or archive a blog post in zoho commerce website builder so that it doesnt appear on my website till I enable it again. I tried to look for this option but could not find it.  It only allows me to permanently delete a blog

                                                                                                              • Zoho Books - Breaking A Working App

                                                                                                                We've been using Zoho for many years now. Across all apps, entering phone numbers in standard formats was enabled in all apps. These formats are: xxx.yyy.zzzz xxx-yyy-zzzz (xxx) yyy-zzzz and we were able also to add extension numbers in these formats:

                                                                                                              • Automate pushing Zoho CRM backups into Zoho WorkDrive

                                                                                                                Through our Zoho One subscription we have both Zoho CRM and Zoho WorkDrive. We have regular backups setup in Zoho CRM. Once the backup is created, we are notified. Since we want to keep these backups for more than 7 days, we manually download them. They

                                                                                                              • Build data protection into your support

                                                                                                                At Zoho, privacy is our principle. Every Zoho product is built with privacy as the foundation and the finishing touch, guiding every decision we make. Security, privacy, and compliance are woven into the software development lifecycle, starting from how

                                                                                                              • Conditional formatting: before/after "today" not available

                                                                                                                When setting conditional formatting, it only allows me to set a specific calendar date when choosing "Before" or "After" conditions. Typing "today" returns the error "Value must be of type date". Is there a workaround? Thanks for any help!

                                                                                                              • Zoho mail account ownership transfer

                                                                                                                We recently took over another company and have assumed responsibility for its Zoho account, including Zoho Mail and all related services. We would like to formally transfer ownership of this account to our organization. Could you please outline the complete

                                                                                                              • Display Client Name in Zoho Creator Client Portal Dashboard

                                                                                                                Hello Zoho Creator Team, We hope you are doing well. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for providing a personalized portal experience. However, there is currently

                                                                                                              • Customizable UI components in pages | Theme builder

                                                                                                                Anyone know when these roadmap items are scheduled for release? They were originally scheduled for Q4 2025. https://www.zoho.com/creator/product-roadmap.html

                                                                                                              • Stop the Workarounds: We Need Native Multi-Step Forms

                                                                                                                After over 17 years of community requests, I'm hoping the Zoho team can finally address the lack of native multi-page form support in Zoho Creator. This has been one of the longest-standing feature requests in the community, with threads spanning nearly

                                                                                                              • Amazon.in FBA multiple warehouse integration with Zoho Inventory

                                                                                                                My organisation subscribed to Zoho One looking at the opportunity to integrate Amazon.in with Inventory. But during the configuration, we understood the integration has severe limitations when it involves multiple warehouses in the same Organisation.

                                                                                                              • Next Page