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
New to Zoho Recruit?
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
Big Things Just Dropped in the SalesIQ Universe: Top Upgrades You’ll Love in Nova’25
Nova'25 has landed, and it’s packed with meaningful upgrades to help you engage smarter, work faster, and scale with ease. Whether you're into proactive messaging, smarter automation, or better admin control, there's something here for everyone. Here'sYour bot just got smarter: AI-Powered routing that reads between the lines
What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missingAlert: Audio Call Support to be discontinued for Old Live Chat Widget from December 31, 2025
Action Required: Upgrade to the New SalesIQ Live Chat Widget We're reaching out with an important update regarding the SalesIQ Live Chat Widget that requires your immediate attention. Effective December 31, 2025, audio call functionality will no longerPlug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots
Hi everyone! We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching throughOpenAI 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. Note: SalesIQ offers native integration with OpenAI, supporting several ChatGPT models,
New to Zoho TeamInbox?
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
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
Canvas Flex Box containers should not require a width/height.
Flexbox containers are often used as organizational concepts, to ease re-flow on mobile etc. - I cannot use % for flexbox W or H - I cannot omit W or H This means that the content cannot dictate, and a Flexbox container cannot be used merely as an organizationalZoho / Outlook Calendar sync
The current Marketplace -> Microsoft -> Meetings integration needs 2 changes. 1. The current language for the Two-Way sync option should be changed. It currently states, "Sync both your Zoho CRM Calendar and Office 365 Calendar meetings with each other."External Share > Edit: Cannot Create Zoho Files
Hi Zoho, When we create an external share link with Edit permission, our external users are unable to create a Zoho file (Zoho Writer, Zoho Sheet and Zoho Show). They can only upload files. They can edit the Zoho files if we create them internally andTwo factor authentication for helpdesk users
The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my companyUsers Not Automatically Being Added To WorkDrive Team
I have already created a ticket for this issue, but the support team doesn't seem to understand what's happening. Our organization started with a trial of Zoho Workplace around November 10, 2025. I created 10 users, including myself. I sent out the invites,Kiosk can't merge picklist or multiselect
There is no ability to load a multiselect or picklikst field into a kiosk with the values that have been previously selected. So, I essentially have 3 unacceptable options: 1.)Load the value into a text string and include instructions like this: "PicklistAGE field from DATE OF BIRTH Field.
HI! I have a field called date of birth in my CRM (LEADS, CONTACT etc…) How can I know the AGE today I would like to create a field AGE. I now how to create a field but I don´t which calculation (CUSTOM FUCTION) to make ¿ANY HELP?How to update/remove file in zoho creator widgets using javascript API
Hi Team, I have developed a widget which allows inserting and updating records I have file upload field with multiple file upload. Now while doing insert form record, I am using uploadFile API to upload files for that record. I am using updateRecord APIContact data removes Account data when creating a quote
Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then addIntroducing Enhanced Storage Management
We’re excited to roll out two new enhancements in Zoho Recruit, Subscription Information and Storage Management — designed to give admins complete visibility into subscription details, feature limits, and storage consumption — all from one place insideAnnouncing new features in Trident for Windows (v.1.34.4.0)
Hello Community! Trident for Windows just got better! With this update we have features that make your daily work easier and more efficient. We've added some features that are exclusive to our app and we're sure you'll find them useful. Let’s dive intoReport Hover Setting
Would be great if we will able to show information to the user while hovering a record in a report.Synchronization between Gmail and Zoho Mail
Hello! I am using Zoho Mail within the Zoho One platform. I have completed the basic setup and added all the required DNS records with our domain provider. Our goal is to set up two-way synchronization between our current Gmail inbox and Zoho Mail, butVertical images displayed as horizontal
Some pictures that originally are in vertical position are displayed in horizontal after the upload. It seems that system rotates them by 90 degrees. How can I fix this issue?Zoho Desk iOS app update: Saved filters and sort options
Hello everyone! Saved filters created on the web(desk.zoho.com) for tickets are now accessible on the Zoho Desk iOS app. You can easily rename, delete, or clear filters on the go. We have also introduced Sort options on the ticket listing screen, allowingIntroducing VeriFactu Support in Zoho Books
Hello users, Spain has introduced the VeriFactu system under Real Decreto 1007/2023 to ensure integrity, traceability, and anti-fraud compliance in e-invoicing. Starting January 1, 2026, all B2B invoices must be reported to Agencia Estatal de AdministraciónBig Things Just Dropped in the SalesIQ Universe: Top Upgrades You’ll Love in Nova’25
Nova'25 has landed, and it’s packed with meaningful upgrades to help you engage smarter, work faster, and scale with ease. Whether you're into proactive messaging, smarter automation, or better admin control, there's something here for everyone. Here'sTime Entries in Analytics
I am trying to import a zoho sheet into zoho analytics. In my sheets one of the columns has "time Entries" in this "format HH:MM am/pm" example 11:00 PM. After import, i noticed that analytics converted the time to "00 Jan 1900 23:00:00".. how do i maintainAmazon invoice in Zoho Books
I have just made my first few sales on Amazon India. Amazon Seller account generates invoices for the sales made on Amazon. These invoices are sent to customers also. Now when I was only making offline sales, I used to create Invoices in Zoho Book. NowZoho Creator Upcoming Updates - November 2025
Hello everyone, Welcome to your monthly roundup of new features and enhancements! We hope you've already taken a look at Release Projection 2—it details the features coming your way for the rest of the year. And this month, we're excited to start rollingTable dimensions
I try changing the dimensions of the table on my computer but it doesn't change. Do I have to be a premium member or does it only work on the app?Zoho Webinar + HubSpot : Simplifiez la gestion de vos données de webinaires
Les webinaires sont aujourd’hui essentiels pour interagir avec vos prospects et vos clients. Cependant, la gestion des données entre plusieurs plateformes peut vite devenir complexe. Grâce à la nouvelle intégration entre Zoho Webinar et HubSpot, vos outilsI am trying to give access to one of our educators access to 3 forms in Zoho and she is not able to view the data - Access issue
Hi Team, When I try to provide read access to one of our educators on Zoho for Pre-training , post training and Impact survey forms submit form access which also allows them to read , it does not show them dataHow to book GST paid in zoho books
hi, i am a new user to Zoho books and not able to book GST paid in books, kindly suggest how i can book it in books. thanks, siddharthPUNJAB NATIONAL BANK (CORPORATE) INDIA - NOT AVAILABLE IN BANKING
Dear sir, Kindly fix it. PUNJAB NATIONAL BANK (INDIA) is available but PUNJAB NATIONAL BANK (CORPORATE) is not available. Kindly enable this banking since we need to categorize the entries. Regards, Sanjay Jena email id/ user id : travewithmerchant@Employment Contract / HRMS Documents - Zoho People
How do I create customized HR documents for disbursal from Zoho People ? Example, say offer letters ? appointment letters ? Memos ? We want to be able to preset these in one or ther other form and issue them to employees who are in Zoho People.Is it possible to create a word cloud chart in ZoHo Analystics?
Hi there, I have a volume of transaction text that I would like to analyse using word cloud (or other approcah to detect and present word frequency in a dataset). For example, I have 50,000 records describing menu items in restaurants. I want to be ablePlayback and Management Enhancements for Zoho Quartz Recordings
Hello Zoho Team, We hope you're all doing well. We would like to submit a feature request related to Zoho Quartz, the tool used to record and share browser sessions with Zoho Support. 🎯 Current Functionality As of now, Zoho Quartz allows users to recordKaizen #216 - Actions APIs : Email Notifications
Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes areFacturation électronique 2026 - obligation dès le 1er septembre 2026
Bonjour, Je me permets de réagir à divers posts publiés ici et là concernant le projet de E-Invoicing, dans le cadre de la facturation électronique prévue très prochainement. Dans le cadre du passage à la facturation électronique pour les entreprises,Error AS101 when adding new email alias
Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.Your bot just got smarter: AI-Powered routing that reads between the lines
What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missingWeekly Tips : Master Keyboard Shortcuts in Zoho Mail
If you spend a lot of time managing emails, switching between your mouse and keyboard can slow you down. Whether you are replying to clients, organizing your inbox, or searching for messages, every second counts. So, how can you streamline your emailIntroducing custom lookup fields in the Tickets, Contacts, and Accounts modules
Hello all, We are excited to announce a new enhancement that will empower you to further customize the Tickets, Contacts, and Accounts modules. Now, you will be able to create custom lookup fields in your Tickets, Contacts, and Accounts layouts for moreDKIM cannot be enabled for the domain as no verified default selector present
Can't get the DKIM working. May you please check my account (nksy.us) to see what's wrong?Contacts per department
Hello, Is it possible to limit Contacts to a Department? ThanksHow to restrict user/portal user change canvas view
Hi , I would like to restrict user / portal user change their canvas view because I hide some sensitive field for them. I dont want my user switch the canvas view that do not belong to them But seems Zoho do not provide this setting?Collections Management: #3 Tackling Payment Failures
Sam refreshed the dashboard. "Payment failed". Same customer. Same subscription. This is happening for the third time. He sends a usual email: "Your renewal payment failed again. Could you please check and retry?" A couple of days passed, and there wasHow do I increase the email attachment size in Zoho CRM ?
It looks like I'm limited to 10MB when sending an attachment using the email widget on a record in Zoho CRM. Is there a way to increase the size? Or can I use some other tool? From what I'm reading online, I'm maxed out at 10MB. Any insight would be greatlyCustom Field in Zoho Projects pulling into Analytics
We have a client that we have built our their new business process using Zoho Projects, and we have build a lot of custom fields with their their Projects where they are capturing specific data points that we want to be able to track and pull data, asNext Page