Visitor Routing

Visitor Routing

What is Visitor Routing?

  1. The process of separating and routing the visitors to specific agents with the help of specific filters and rules is called Visitor Routing. 
  2. For example, if a majority of your customers are from the United States and you want to assign two specific agents for visitors from that country, then you can set filters accordingly and assign your agents. Then, the visitors accessing your website from the United States will only be routed to the two specific agents. 
  3. Visitor routing helps you to display the only specific visitors that you and your agents want to see in the Tracking module.

Benefits of Visitor Routing:

  1. Visitor routing reduces the workload of you operators. When you set up rules to route different visitors to different sets of operators, it will eliminate the need for one operator to bear the load of all the incoming chats. This can save a lot of time and effort and also increase the efficiency of your support team

How to Route Visitors to Specific Sales Executives?

  • Navigate to Settings > Automate > Visitor Routing.
  • Click the Add button on the right top corner of the page.
  • Choose the app that you want to set up a rule for. 
  • Choose your audience - this can be based on website details, technology, visitor details, department, triggered status, UTM values, CRM values, campaigns, company data, user data and general conditions like number of past chats. 
  • Then, click on  Next  .  

  • Choose one from the routing options provided - Do not route, Route one by one, Route to least loaded, Route to selected operators, Route to first available operator .

Pre-defined Conditions:

The available Predefined Conditions and its descriptions as follows:


Browser used by the visitor in the website.
(Values : Apple Safari, Google Chrome, Microsoft Internet Explorer, Mozilla Firefox, Opera, Unknown)


Country of the visitor accessing the website.

CRM Contact

Contact information of your website visitors in Zoho CRM, Click to know more.

CRM Lead

Lead information of your website visitors in Zoho CRM. Click to know more.

CRM Potential

Potential value of your website visitors in Zoho CRM. Click to know more.

CRM Account

Account information of your website visitors in Zoho CRM.

Campaign Source

UTM used to identify a search engine, newsletter name, or other source.

Campaign Medium

UTM used to identify a medium such as email or cost-per- click.

Campaign Term

UTM used for paid search eg: keywords for the ad.

Campaign Content

UTM used for testing and content-targeted ads.

Campaign Name

UTM used for keyword analysis to identify a specific product promotion or strategic campaign.

IP address

IP address of the visitor visiting the website.

Landing page

URL of the page where the visitor have landed in the website.

Landing page title

Title of the page where the visitor landed in the website.

Number of past chats

Count on number of past chats with the visitor.

Number of visits

Count on number of visit by the visitor in the website.

Operating System

Operating system used by the visitor.
(Values : Android, Apple iPhone, Apple iPod, Apple Macintosh, Blackberry, Kindle, Linux, Microsoft Windows, Motorola, Nintendo, Nokia, PlayStation, Sun Solaris, Symbian, Web OS)


Source from where the visitor is referred from.


Region of the visitor in the website.
(Values : Asia Pacific, Canada, Europe the Middle East and Africa, North America, South America, United Kingdom)

Search engine

Search engine used by the visitor.
(Values : Baidu, Bing, Google, Inktomi, Teoma, WebCrawler)


State of the visitor accessing the website.

Visitor Type

The type of visitor in your website.
(Values : All, New, Returning)

Visitor Info

Use our JavaScript APIs to set the values.

Web Embed

Embed in the website where he visitor is accessing.


To set two or more conditions.


City from where the visitor is accessing the website.

Visitor Type in CRM

Category of the visitor in CRM.
(Values: Contact, Customer, Lead, Not Available, Prospect)

Visitor Routing Options:

Now, set a criteria for your condition by selecting an option from the drop-down.
  1. Do not route - Visitors will not be routed to any Operators.
  2. Route one by one - Visitors will be routed to the Operators one by one, when they are online.
  3. Route to Least loaded - Visitors will be routed to the least loaded operator based on the visitor count when they are online. For example: If an operator has 10 visitors on their tracking screen and the the other operator has 11 visitors then the next visitor will be routed to the least loaded operator.
  4. Route to selected operators - On selecting, an option to choose the operators to route will appear. And, the visitor will be routed only to the selected Operators.
  5. Route to First Available Operator - Visitors will be routed based on the first availability of the operators.

If the "Route rest of the visitors to all operators" option is enabled, then the rest of the visitors will be routed to all other agents.
  1. Then, choose the operators/departments that you want to route the chat to and click Next.

  1. To delete the selected operator, click on the 'x' symbol that appears when hovered over.

  1. Provide your rule a name and click Launch.

An example of how to route visitors to specific agents:

In the below example, two rules are set to route the visitors.
  1. In the First rule, if the number of CRM Lead Score is more than 100, then the visitors will be routed only to the selected agents.
  2. In the second rule, if the number of past chat of the visitor is more than 5, then the visitors will be routed only to the selected agents.
  3. On the right side of every rule you will be able to see the number of visitors routed to the specified agents based on the rule, number of chats initiated proactively and the number of visitors who have responded to the chats. The rest of the visitors visiting your website will be routed to all other agents.

How to disable/delete a visitor routing rule?

  1. To disable the rule, click the  Enable/Disable toggle button.

  1. To delete a rule, click on the Delete(trash) symbol on the right side of the rule.

What is the Order of Visitor Routing?

The rules follow a top-down execution method, whichever rule first matches the visitor criteria will be executed. You can rearrange the rule order by Dragging and Dropping the rule (Top-Down, Bottom-Up).

Related Topics:
  1. Automation in SalesIQ
  2. Chat Routing
  3. Triggers

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