How do I route chat to a specific operator?

1. Go to Settings > Automate > Chat Routing  .
   
2. Click on the Add button on the right top corner of the page. 
   
3. Choose the app that you want to set up a rule for. 
   
4. 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.  
   

1. Then, click on  Next .
   
2. 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  .   
   

Chat Routing Options:

1. Do not route - The chats based on the specific rule will not be routed to any operator.
   
2. Route one by one - The chats will be routed to the operators in the round-robin method (one by one), when they are available. For example, if there are 10 operators, then the visitor chats will be routed from the first operator to the last available operator in an order and when the ten operators have received their first round of chats, the second round of chats will be routed to all of them starting from the first operator. If an operator switches his/her status  from available to busy, they will be removed from the queue temporarily and moved as the last operator and will receive chats only when their turn comes in the queue.
   
3. Route to selected operators -  On choosing this option, you can add a list of operators of your choice. The visitor chats filtered based on the specific rules set will be routed to the selected operators even if other operators are available.  For example, if you have selected a specific rule to route the chats from the Europe region to a specific operator, then the chats from that region will only be routed to that operator.  If the status of the operator you have chosen is busy, then the chat will be marked as missed. It will not be routed to any other operator.
   
4. Route to first available operator - The chats will be routed to the operators who have completed their previous chats and are available to pick up more. For example, if there are 10 operators and everyone is engaged in different chats. If one operator completes the chat before another and his/her status becomes available first, then the next chat will be routed to that operator.
   
5. Route to Least Loaded: Chats will be routed to the operators based on two criteria - to the least loaded (based on the active chat count) and the ones who haven't assisted visitors in a long time when compared to other operators. Say there are 2 operators A and B. Operator A is assisting 4 visitors and B is assisting 3 visitors. Say A has completed chat session with one visitor and a new chat request comes in right after. The total number of active chats for both the operators will become 3. But, the new chat will be assigned to operator B and not A, since A has just completed a chat session. 
   

1. The names of all the operators in your organization and the departments available will also be listed in this section. 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.
   
2. Provide your rule a name and click Launch.
   

How to disable/delete a chat 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.
   

1. A confirmation pop-up appears. Click Delete and the rule will be deleted.
   

What is the order of chat Routing?

The rules follow a top-down execution method, whichever rule first matches the visitor criteria will be executed.

1. Automation in SalesIQ
   
2. Visitor Routing
   
3. Triggers