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





                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                  • Ask the Experts



                                                        • Topic Participants

                                                        • Bala



                                                            Manage your brands on social media



                                                                  Zoho TeamInbox 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

                                                                                                            • "Performed changes in the query is not allowed due to following reason" when adding columns or reordering data

                                                                                                              I'm trying to make changes to a query but every time i try to save it i get this error message.  I'm not touching the data it's flagging.  All I've tried to do is reorder a couple of fields and add a new one.  Why won't it let me do this?  It's a core
                                                                                                            • Zoho Forms to Zoho CRM : First/Last Name to just Name ?

                                                                                                              When integrating a Zoho Form into the Accounts menu of the CRM I'm having trouble with how names are formatted ; In Forms the data is available as First Name or Last Name In the CRM there is only one field called Name How can I ensure that "John" "Smith"
                                                                                                            • multiple contacts for one account

                                                                                                              We currently use Zoho CRM where each Account represents a club or organization, and each Contact represents a manager or owner. However, some of our managers own or manage multiple clubs, and Zoho only allows a contact to be linked to one account at a
                                                                                                            • Exclude Segment from Campaign Recipients

                                                                                                              I've created two Segments in order to separate Non-Marketing Contacts from Marketing Contacts. I'd like to send an Eblast to all Marketing contacts in my lists, but when I go to select Recipients, I have two options: 1. To Choose Lists to Send to; 2.
                                                                                                            • Reschedule Multiple/Mass Calls at Once

                                                                                                              When we go into a Call record, we have the option to "Reschedule Call." How can we select multiple Calls at once from the Activities tab and Reschedule them? The big use case for us: We have many leads that our reps are supposed to call on a daily basis.
                                                                                                            • Transitioning to API Credits in Zoho Desk

                                                                                                              At Zoho Desk, we’re always looking for ways to help keep your business operations running smoothly. This includes empowering teams that rely on APIs for essential integrations, functions and extensions. We’ve reimagined how API usage is measured to give
                                                                                                            • Option to Empty Entire Mailbox or Folder in Zoho Mail

                                                                                                              Hello Zoho Mail Team, How are you? We would like to request an enhancement to Zoho Mail that would allow administrators and users to quickly clear out entire folders or mailboxes, including shared mailboxes. Current Limitation: At present, Zoho Mail only
                                                                                                            • More Formula Functions

                                                                                                              Hi, I would ike for example to be able to have a Date Field and Formula Fields, and then in the Formula Fields I would like to grab just the Month of the above Date Field or the Week Number of the above Date Field. So more "Functions" than the current
                                                                                                            • I want to Make the due date of the project appears automatically

                                                                                                              hello everyone I want to know if the zoho projects app can add automatically the END DATE of the project I added the duration, start after dates of each tasks in the project template & the starting date of the project itself and the end date of it doesn't
                                                                                                            • Drag 'n' Drop Fields to a Sub-Form and "Move Field To" Option

                                                                                                              Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice to
                                                                                                            • Get Zoho Mail API working (including DRE Connector, Oauth Token, ZUID, ZOID & ACCOUNT_ID)

                                                                                                              Disclaimer: I’m not a professional coder! Do you need to use Zoho Mail API? Me too. It lets you do all sorts of things — like reading the complete header of an email, or forwarding an email with its attachments — which is what I wanted to do. But setting
                                                                                                            • Kaizen #129 : Client Script Support for Blueprints

                                                                                                              Hello everyone! Welcome to another week of Kaizen. Today, let us discuss about how you can use Client Script during a Blueprint transtion to meet your requirements. This Kaizen post will provide solution for the post - Need non-mandatory fields in blueprint
                                                                                                            • Deluge Tips & Tricks: Mastering dates and times

                                                                                                              Hello everyone! We're bringing back our Deluge Tips & Tricks series, where we show you how to make the most of Deluge for achieving a wide range of use cases. Working with dates and times is a fundamental part of almost any business application. Whether
                                                                                                            • Adding a Button in a Form in Zoho Creator App

                                                                                                              Hi I want to know how can I add a Button in Zoho Creator form. I have options that I select from a multiselect options and I want the button to add those selected options in a Subform. I do not want to add on a Page Builder I want it inside a specific
                                                                                                            • Internal Exception for Creator function

                                                                                                              I have been running a script successfully for several days using the scheduler in my application. Now today it suddenly creates and Internal Exception error. Nothing has changed about the script. The data is still retrievable from the web service it is using. Why would this suddenly be happening for no apparent reason? Also noticed that my usage logs are not up to date. Is something changing behind the scenes?
                                                                                                            • How to Set Up a Custom Domain and Customize Homepage

                                                                                                              Hello, I am experimenting with Zoho Creator to build applications for my own use case and have encountered a couple of issues: 1. Custom Domain Access: Is it possible to access my Zoho Creator application through a domain that I own? If so, how does the
                                                                                                            • Announcing new features in Trident for Mac (1.26.0)

                                                                                                              Hello everyone! Trident for macOS (v1.26.0) is here with new updates to securely manage your passwords, locally save your emails, and protect against emails with suspicious URLs. Let's take a quick look at them. Manage passwords with Zoho Vault eWidget.
                                                                                                            • Sub-Form Fields as Filters for Reports

                                                                                                              Hi, I would like to use the Sub-Form Fields as Filters in Reports just like we do for Main Page Fields. Thanks Dan
                                                                                                            • Cadence reports as front-end reports

                                                                                                              Hello everyone, We have built a cadence which is connected to the Leads module. There are 11 steps in total, 7 are automatic emails and 4 are tasks for the Lead owners. As admins, we have access to this (very nicely made) 'View Reports' tab where we can
                                                                                                            • Default Value on a Number

                                                                                                              Hi, I would be nice to also be able to set the Default Value for a Number Field, not just the Initial Value shown, so if not on the screen so not enetred it can have a value of 0 for example. Thanks Dan
                                                                                                            • Having trouble fetching contents of Zoho Connect Feeds using the API, requesting alternative API documentation.

                                                                                                              I'm trying to retrieve feed/post data from Zoho Connect using the API but facing challenges with the current documentation. What I've tried: OAuth authentication is working correctly (getting 200 OK responses) Tested multiple endpoints: /pulse/nativeapi/v2/feeds,
                                                                                                            • Tip#44: Custom Tags and Cluster Tags

                                                                                                              Tagging your work items helps categorize and label work items within your Zoho Sprints workspace. Now, this feature is expanded across multiple modules, along with the introduction of cluster tags that offer an advanced tagging mechanism. Manage Tags
                                                                                                            • Sub-Form Padding in CSV Export

                                                                                                              Hi, When you use the Sub-Form, and for example you have a Date Field on the Main Page, then Option 1 and Option 2 fields on the Subform, when you export this to CSV the Date column will only have the Date in 1 row, the first row, it would be nice to pad
                                                                                                            • CRM : Function to add user name to text field

                                                                                                              I have a lookup field in a module that is linked to the CRM users so we can assign a Project Lead to the customer. Sadly Zoho Marketing Automation doesn't sync Lookup fields so I need to extract information from the lookup to text fields: Lookup field
                                                                                                            • Extensions 101 webinar series: Build, integrate, and monetize with extensions

                                                                                                              Attention developers! Are you ready to take your extension development skills to the next level? We're excited to bring back the Extensions 101 webinar series with an expanded lineup of Zoho products and an introduction to more platform features. Last
                                                                                                            • When using "locations" in zoho books, can you keep the two locations totally separate from each other?

                                                                                                              I am looking to add a location but I don't want to intermingle the banking or other accounts. I want that to be like two separate independent branches that use different banking accounts, accounts payable, and accounts receivable. The people who are in
                                                                                                            • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

                                                                                                              The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addresses
                                                                                                            • Currency abbreviations

                                                                                                              Hello, Im stuck, and need help. I need the currency fields for example, opportunity value, or total revenue, to be abbreviated, lets say for 1,000 - 1K, 1,000,000 - 1M, and so on, how should I do this?
                                                                                                            • Empowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM

                                                                                                              Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individuals
                                                                                                            • [Free Webinar] User Management in Zoho Creator - Creator Tech Connect

                                                                                                              Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar that runs for around 45 minutes. It comprises technical sessions in which we delve deep into
                                                                                                            • A couple of minor enhancements to Workflows

                                                                                                              Last updated on September 17, 2024: These enhancements were initially available for early access, and we've now enabled them for all users. We are elated to announce a couple of enhancements to custom functions in our Workflows! Say hello to: "Source"
                                                                                                            • Business Continuity - Disaster Recovery

                                                                                                              I know about the Zoho CRM backup .zip files, however, this doesn't include any of the infrastructure with like custom fields or custom modules. I am curious on what everyone has in place for a true backup or what your plan is if your Zoho instance were
                                                                                                            • Tip 7: How to fetch data from another application?

                                                                                                              Hi everyone, Following our Zoho Creator - Tips and Tricks series every fortnight, we are back today with a tip based on one of the most popular questions asked in our forum. This tip would help you fetch data from another application(App B) and use it
                                                                                                            • Free webinar alert on October 16 - Less Complexity, More Security: Workplace + Directory

                                                                                                              Hello Zoho Workplace Community! Security and productivity shouldn't be at odds—and with Zoho, they're not. Discover how Zoho Workplace + Directory delivers seamless collaboration with enterprise-grade security, all in one integrated ecosystem. Join our
                                                                                                            • Narrative 11: Are your customers happy?

                                                                                                              Behind the scenes of a successful ticketing system: BTS Series Narrative 11: Are your customers happy? Happiness isn't just something you experience; it's something you remember. Hear your customers' voices by enabling customer happiness ratings in Zoho
                                                                                                            • Don't understand INVALID_REQUEST_METHOD when I try to post up an attachment

                                                                                                              When I make the POST request (using python requests.post() for files): https://www.zohoapis.com/crm/v8/Calls/***************01/Attachments I get this response: r:{ "code": "INVALID_REQUEST_METHOD", "details": {}, "message": "The http request method type
                                                                                                            • Organization Emails in Email History

                                                                                                              How can I make received Org Emails to show up here?
                                                                                                            • Signature field is showing black

                                                                                                              Hello, When customer signed the service form, it is showing as below picture Phone model: iPhone 16 Pro We tried delete and install application, but it not solved. This has on phone of a few person. There is any advice to solve this?
                                                                                                            • Zoho CRM Android app updates: record sharing, user image upload, Zoho Survey integration, and more

                                                                                                              Hello everyone, We've made some important improvements to Zoho CRM's Android app, and we'd like to walk you through the latest updates. Here's what's new: Record sharing with org users User image upload Zoho Survey integration support Venue preference
                                                                                                            • How to Delete/hide Google adwords section from Layout?

                                                                                                              Hi people, maybe someone can tell me how to remove or hide the Google adwords section from my layout? Im not using it and it takes too much space.
                                                                                                            • Next Page