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
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Bala
Sticky Posts
Plug Samples #12: Verify Customer Mobile Numbers with OTP to Avoid Spam Entries
Hi Everyone! Verifying customer information is critical in business to filter out junk data and spammers. Whether it’s lead generation, appointment booking, or any other operation, ensuring quality data is essential for driving meaningful outcomes. AIntroducing the New SalesIQ Live Chat Widget: Twice as Fast, Fully Optimized for Engagement!
Hello everyone! To celebrate our 10-year milestone, we're thrilled to unveil the new and improved SalesIQ Live Chat Widget! Redesigned at both the User Interface and performance levels, this enhanced widget is not only optimized but also 2X faster thanQualify Potential Leads Automatically with SalesIQ Chatbots
Your website may have a lot of visitors every day, but are you struggling to identify your potential leads? You may not know who your ideal leads are just by looking at a website visitor, right? To qualify a lead, you need to know their needs, interests,OpenAI Alert! Plug Sample #11 - Next-generation chatbots, Zobot + ChatGPT Assistant
Hi Everyone! We have great news for all AI enthusiasts and ChatGPT users! The much anticipated Zobot integration with ChatGPT Assistant is now available with Plugs. OpenAI has introduced 'ChatGPT Assistants' to customize GPT models as per your requirement.Get live insights on business performance with the SalesIQ TV App - Now available for Apple and Android TVs!
Hello everyone! Let's start with a question - What do you think is the key to a thriving business? Yes, I hear you. It's all about the customers. Success in business often starts with understanding customer needs. But wouldn't you agree that achieving
New to Zoho TeamInbox?
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 Campaigns Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Mas de 48 horas sin correo
Estimados, llevamos más de 48 horas sin poder recibir correo y en este periodo hemos recibido información confusa y lo mas relevante es que Zoho dice que esta todo bien y no encuentra el error. Como deben comprender el perjuicio de no contar con un correoYour account has been blocked due to security reasons.
Hi everyone. Faced a problem that is wreaking havoc on my business! On December 14, blocked login via WEB, IMAP and POP3 with the reason of unusual activity, allegedly because of VPN/Proxy and suspicion that my account was hacked. I created a ticket toDisplaying related quotes in sales order and back
Hi, My colleague liked to see to which sales orders, the quote has been converted. Quote shows Invoices, but not SO. Same, they would like to see the quotes in the sales order, as they can see invoices, packages, shipment, How can we achieve this ? ThankDetails & Limitations of the Free Forever Plan
I cannot find any comparison/details about the Free Forever Plan. Can you please publish details of what are its limitations?Missing Folders on iPhone Zoho Mail
Under mailboxes on my iPhone, I don't have an inbox, sent folder, deleted photo, etc. See pics.Functions - How to pass Dynamic Parameters / Arguments?
I am trying to create a generic function that I can use to update a given field with the name of the user and a given field with a datetime. The purpose of this is to have a history of major actions within the CRM record itself so it is easier to queryQuery table pull last 12 months
I am tying to pull the following criteria and the date is always what causes me the issue. I want to pull people (pco_id) who have entries of "event_id" being these 2 events and whos "kind" is Regular or Guest and where the event_starts_at (date column)ChatGPT only summarize in English
Hello i' v enabled chatgpt in salesIQ, it works great inside conversation (revise, Rephrase etc) add tags works well with another language than English. But when I want to summarize it render only in English, despite sales IQ is set to another language.Vendor Assignment issue for staff in User Roales
there is a limitation in software that we can't assing Vendors to our staff - we can only assign Customers on staff wise!! There is a limitation of this software that in case i want to assign limited vendors to my staff - it's not possible. Either i willNo Hope for Zoho Meeting
Zoho Meeting is just the poorest meeting app I've come across in a long time. The support sucks too. I called to see if there was anything that could be done on the backend and while I was on a test meeting with support the video was lagging and freezingInventory Management for Manufacturer
Hello, We are a manufacturing company in the FnB industry. We want to use the inventory management system to manage our raw material stocks and at the same time once we produce items, we need to increase our final product inventory while decreasing theDoes Zoho campaign de-duplicate based on mobile for SMS campaigns?
Hi - We recently sent our first SMS campaign using Zoho Campaign integrated into Burst SMS and got feedback that some of our customers received multiple messages. Upon inspection, this was due to multiple contacts in our list containing the same mobileWhy is Zoho Meeting quality so poor?
I've just moved from Office 365 to Zoho Workplace and have been generally really positive about the new platform -- nicely integrated, nice GUI, good and easy-to-understand control and customisation, and at a reasonable price. However, what is going onChat issues
I am having a couple problems with the zoho chat feature. When I use Chat from the App bar, not everyone is getting messages (these are to different accounts, Yahoo & Gmail). I did finally get the Users to show up correctly. However, when in an active chat with someone, I only get one sound notification. No other notifications, pop up or otherwise, come through to alert if another message was sent. Also, the bottom Chat bar that shows Active chats while I am in email does not show any online contactsHow to Download Expense Attachments from Zoho Expenses Using Document Details?
I am currently working on syncing Zoho Expenses with our internal portal. While syncing, I can successfully retrieve expense details, including document-related information such as file_name, document_id, and other metadata. However, I am facing an issueZoho Creator Upcoming Updates - December 2024
Hi all, We're excited to be back with the latest updates and developments on the Creator platform. Here's what we're going over this month: Deluge AI assistance Rapid error messages in Deluge editor QR code & barcode generator Expandable RTF and multiHow to Retrieve and Store Expense Attachments from Zoho Expenses?
I am currently syncing Zoho Expenses with our internal portal. During the sync process, I can successfully retrieve expense details, including document-related information such as file_name, document_id, and other metadata. My goal is to retrieve theseIntroducing Formula Fields for performing dynamic calculations
Greetings, With the Formula Field, you can generate numerical calculations using provided functions and available fields, enabling you to derive dynamic data. You can utilize mathematical formulas to populate results based on the provided inputs. This5名限定 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ （12/19）
ユーザーの皆さま、こんにちは。Zoho ユーザーコミュニティチームの藤澤です。 12月開催のZoho ワークアウトについてお知らせします。 ※定員に達したため、受付を終了しました。 ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho ワークアウト」を開催します。 Zoho サービスで完了させたい設定やカスタマイズ、環境の整備など……各自で決めた目標達成に向け、 他の参加者と同じ空間で作業を行うイベントです。先輩ユーザーや他の参加者と意見交換をしながら集中して作業に取り組むことが可能です。Does an email preview pane view register as opened?
Hi, If a recipient of one of my campaigns views it in a preview pane, opposed to opening the email, does Zoho Campaigns register that email as being opened (viewed)?Portal orders
Is it possible to set up an ordering system through the portal so that my customers can place orders through their portal?CLIENT PORTAL (If clients can place orders directly on the portal)
Zoho client portal is excellent. Everything is there except one thing. Client should be able to place orders directly on the portal. This would enhance the portal and end users will be extremely happy. This suggestion infact came from one of our client.Macro Email to be determined by a ticket field
Hi, we are a commercial energy brokerage and are implementing Desk as our helpdesk tool to replace manual emails, personal whataspp and telephone. We have setup a macro rule when we can trigger an email, update ticket status and trigger a task.... butWelcome Link Expired
Hi The links sent to the users didn't get clicked on in time and now all the links have expired. Is there a way to send a new link without deleting them and re-adding them>Zoho expense linked with Campaign instead of customers
Hi, Is there a development planned for linked an expense or a report to a zoho campaign? Indeed, suppose I created a campain in which I add different clients (for example a trip to a foreign country where I meet 3 different clients), I would like this campaign to be linked to the expenses I have. Say I have a plane ticket, taxis and 1 hotel night, I would like those expenses to be linked to the 3 clients. With Zoho expense, it is not possible at the time (or maybe it is but I do not know how!). thanks🎄 Jingle, Mingle, and Automate: Spread Christmas Cheer with Zoho Desk Auto-Replies! 🎄
Hello Everyone! Welcome to this week's episode of the Community Learning Series. Christmas is in the air, and I’m sure we can all feel the jingle and the mingle of the season! The folks at Zylker Techfix are no exception—they’re busy with holiday plansAdjusting Physical Inventory
Not getting very far with support on this one, they say they are going to fix it but nothings happened since November. Please give this a thumbs up if you would like to see this feature or comment if you have some insight. Use Case: Inventory set to bePrint PO receipt
Hi I would like to print the PO receipt. There does not seem to be any way to do this. I track batch numbers and printing the PO does not show this. Only the receipt would show the details of the receipt. Currently I print the screen which does not haveCreate a purchase order in vendor's currency
I am having a problem working this out and would appreciate some suggestions. We have Books and Inventory working in tandem. We are in Australia, our product is sold in Australia in $A and obviously all our invoices, accounts and reports need to be inWork Orders / Bundle Requests
Zoho Inventory needs a work order / bundle request system. This record would be analogous to a purchase order in the purchasing workflow or a sales order in the sales cycle. It would be non-journaling, but it would reserve the appropriate inventory ofGetting error during inserting a record in form of zoho people using zoho api
import requests import json # Set your access token and Zoho People API base URL access_token = '1000.XXXXXXXXXXXXXXX.XXXXXXXXXXXXXXXXXXXXX' api_base_url = 'https://people.zoho.in/people/api/' # Set the form name and data to be inserted form_link_nameChange script to add fields
Hi, I have a custom function (writen by a different implementation company in the beginning) which I would like to edit to add a different field as well. Can't get it to work on my own though. - The script now adds the address fields to a new quote (needs1 API to all channel
hi zoho team: I am the product manager of anywheel, we are planning to integrate zoho, we want to integrate multiple channels through 1 API, please can you send me the integration document and guideline?Revamped Print in Zoho Sheet—customized for paper
The latest enhancements to Zoho Sheet's Print settings allows you to print a worksheet or a selected range, with customizations that make the data comprehensible, even on paper. Customize header and footer Make your spreadsheets meaningful with a relevant header and footer. You can now choose to display the file name, sheet name, current page number, total pages, date, and time as the header and footer in your print view. Besides the predefined elements, you can also give a custom text for header/footer.Adding Bluesky channel
Hello, Is Bluesky (AT protocol) soon added on Social ? Bluesky is being developped and is now open to anyone (no more invitation) Thank youHow Can i put a form in Zobot
Hi,how can i integrate a form which has a multiple options to choose from.the form should be opened or displayed by zobot after it meets a requirement in the conversation. Thanks in advance !Unified customer portal login
As I'm a Zoho One subscriber I can provide my customers with portal access to many of the Zoho apps. However, the customer must have a separate login for each app, which may be difficult for them to manage and frustrating as all they understand is thatmessage on click of button
Hi, i added insert task on 'Quick view' below 'Action' of report just below 'Delete' button, so i am trying to add a message on click of button that, "This item is now added into Pending Request" like this .... So, how can i achieve this ; becauseIs it possible to disable Chat Waiting Time, or to make it indefinite?
We have used many online chat services over the years. However, Zoho's SalesIQ appears to be the only one we've tried that has a mandatory time limit where we must respond to new customer queries. We are a small business so we have no dedicated staffIs Drawing feature supported in zoho Sheets?
Is there any option to draw arrows and some basic shapes such as circle , rectangle etc in zoho sheets? if so, can someone help me find itNext Page