Chat Routing - Zoho SalesIQ

Chat Routing

What is Chat Routing?

  1. The chat routing option helps you prioritize and route visitor chats to the operators based on certain conditions and criteria. You can set different rules to filter the chat requests and route them to the required operators.
  2. By default all incoming chats will be notified to all available operators, however by using Chat routing you can route chats to a set of operator(s) by applying various conditions  to suit your business needs.

Benefits of Chat Routing:

  1. Routing visitor chats to specific operators based on the criteria allows you to direct the visitors to the suitable set of operators and solve the queries instantly.
  2. It also reduces the workload of your operators and improves support efficiency.

Routing chats to specific operators

To add a new rule :
  1. Go to Settings > Automate > Chat Routing.

  1. Click on the Add button on the right top corner of the page.

  1. Give a title for your routing rule.

  1. Choose the brand that you want to set up the routing rule for.

  1. Next, choose your Audience criteria. 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. Choose the routing criteria from the options. The available routing options are as follows.
    1. All available operators - The visitors will be routed to all available operators in the organization.
    2. Specific operators - You can pick the specific operator to whom you want to route the chats.
    3. Last attendee - Visitor chats will be routed to the operator who assisted the last time.
    4. CRM lead/contact owner - If the visitor is a CRM customer, visitors will be routed to the respective CRM owner of the lead/contact.
    5. Do not route - This option will not route the chat to anyone.

Note: If you choose the Last chat attendee, CRM lead/contact owner on Do not route option, then hit Save next and the rule will be saved to the routing rules list.
  1. If you choose the Specific operators option, you will get an option to select the operators to whom you want to route this chat.

Note: Only the operators who are associated with the departments linked to the brand, selected for this routing rule will be listed here. This can be configured in the Brand flow controls settings. To configure this, navigate to Settings > Brands > Brand name  > Flow Controls. In the Chat tab, under Flow controls, scroll to 'Departments responsible for chats'. Add or remove departments as necessary.
  1. Now, you can pick a routing rule for the operators. There are 4 rules that can be chosen.
    1. First available: The chats will be routed to the operators who have completed their previous chat and are available to pick up more chats. For example, there are 10 operators and everyone is engaged in different chats. If one operator completes a chat and their status changes to available, then the next chat will be routed to that operator.
    2. Least loaded: Chats will be routed to the operator who has attended the least number of chats.
    3. Route one-by-one: The chats will be routed to available operators in the round-robin method. For example, if there are 10 operators, then the 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 and queued to all of them starting from the first operator in the same order. If an operator switches their status from available to busy, they will be removed from the order temporarily and moved as the last operator and will receive chats only when their turn comes in the queue.
    4. Simultaneous routing: This option will route the chats to all selected operators and departments simultaneously.
Note: The Routing rule selections (First available, Least loaded, Route one by one and Simultaneous routing) will be available only for 'All available operators' and 'Specific operators' routing options.

  1. Click on Save to save this routing rule.

Pre-defined conditions available for Chat Routing

The available Predefined Conditions and its descriptions as follows:

Campaign Content
UTM used for testing and content-targeted ads.
Campaign Medium
UTM used to identify a medium such as email or cost-per- click.
Campaign Name
UTM used for keyword analysis to identify a specific product promotion or strategic campaign.
Campaign Source
UTM used to identify a search engine, newsletter name, or other source.
Campaign Term
UTM used for paid search eg: keywords for the ad.
City from where the visitor is accessing the website.
Country of the visitor accessing the website.
Current visit source

Source used by the visitor to reach your website (current visit.)
Values : AdWords, Campaign, Direct, Referral, Search engine, Social Media.)

Department in the chat widget of the website.
Email address
The registered email address of the website visitor.
Landing page title
Title of the page where the visitor landed in the website.
Landing page URL
URL of the page where the visitor have 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.
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.

Triggered Status

Set criteria based on the trigger status, whether the trigger is invoked or not.
Values: Invoked, Not Invoked)

Visitor Info

Use our JavaScript APIs to set the values.

Visitor question

Set criteria based on the question you get from the visitor.

Visitor source

Source used by the visitor to reach your website(past visit.)

Visitor Type

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

Clearbit company

Set a criteria based on the data gathered from Clearbit. (Note: This criteria will be displayed only if you have integrated your Zoho SalesIQ with Clearbit)

Alexa global rank
Annual revenue
Fund raised
Values: Aerospace & Defense, Air Freight & Logistics, Airlines, Automotive, Banks, Beverages, Biotechnology, Building Materials, Capital Markets, Chemicals, Commercial Services & Supplies, Communications Equipment, Construction & Engineering, Consumer Durables & Apparel, Consumer Goods, Containers & Packaging, Distributors, Diversified Consumer Services, Diversified Financial Services, Diversified Telecommunication Services, Education Services, Electric Utilities, Electrical Equipment, Electronic Equipment, Instruments & Components, Family Services, Food & Staples Retailing, Food Products, Gas Utilities, Health Care Equipment & Supplies,Health Care Equipment & Supplies, Hotels, Restaurants & Leisure, Health Care Providers & Services, Household Durables, Machinery, Marine, Media, Metals & Mining, Paper & Forest Products, Personal Products, Pharmaceuticals, Professional Services, Semiconductors & Semiconductor Equipment, Software, Specialized Consumer Services, Real Estate, Specialty Retail, Technology Hardware, Storage & Peripherals, Textiles, Apparel & Luxury Goods, Renewable Electricity, Tobacco, Trading Companies & Distributors, Transportation, Utilities, Wireless Telecommunication Services
Market capital
Number of employees
Values: Consumer Discretionary, Consumer Staples, Energy, Financials, Health Care, Industrials, Information Technology, Materials, Telecommunication Services, Utilities.
Values: 3D Printing, Accounting, Aerospace & Defense, Agriculture, Airlines, Alternative Medicine, Animation, Apparel & Fashion, Apparel & Footwear, Architecture, Arts, Arts & Crafts, Asset Management, Audio, Automation, Automotive, Banking & Mortgages, Beverages, Biotechnology, Broadband, Broadcasting, Building Materials, Business Supplies, Chemicals, Civil Engineering, Cloud Services, Communications, Computer Hardware, Computer Networking, Construction, Consulting & Professional Services, Consumer Discretionary, Consumer Electronics, Consumer Goods, Consumer Staples, Corporate & Business, Cosmetics, Design, E-Commerce & Marketplaces, E-Learning, Education, Electrical, Energy, Entertainment & Recreation, Eyewear, Facilities, Family Services, Finance, Financial Services, Fine Art, Fishery, Food, Food Production, Food, Beverage & Tobacco, Fundraising, Gambling & Casinos, Graphic Design, Ground Transportation, Health & Wellness, Health Care, Higher Education, Home & Furniture, Home Improvement, Human Resources, Import & Export, Industrials & Manufacturing, Information Technology & Services, Insurance, International Relations, International Trade, Internet, Investment, Investment Banking, Investment Management, Jewelry, Watches & Luxury Goods, Legal Services, Libraries, Machinery, Maritime, Market Research, Marketing & Advertising, Mechanical Engineering, Media, Military, Mining & Metals, Mobile, Movies & TV, Museums, Music, Nanotechnology, Oil & Gas, Outsourcing, Packaging & Containers, Paper Goods, Payments, Pharmaceuticals, Pharmacy, Photography, Plastics, Plumbing, Pornography, Primary & Secondary Education, Public Relations, Publishing, Ranching, Real Estate, Renewable Energy, Renewables & Environment, Restaurants, Security, Shipbuilding, Shipping & Logistics, Sporting Goods, Sports & Fitness, Supermarkets, Talent Agencies, Telecommunications, Textiles, Tools, Translation, Travel & Leisure, Utilities, Venture Capital, Veterinary, Video Games, Wholesale, Wireless.
Technology used
Values: Private, Public


Clearbit visitors

Set a criteria based on the data gathered from Clearbit. (Note: This criteria will be displayed only if you have integrated your Zoho SalesIQ with Clearbit)

Full Name
Values: Male, Female
Values: CEO, Communications, Consulting, Customer Service, Education, Engineering, Finance, Founder, Health Professional, Human Resources, Information Technology, Legal, Marketing, Operations, Owner, President, Product, Public Relations, Real Estate, Recruiting, Research, Sales.

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.
Visitor Stage in CRM

The stage of the website visitor in Zoho CRM.
Values : Contact, Customer, Lead, Not available, Prospect, Yet to be Approved)

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. You can rearrange the rule order by dragging and dropping the rules (Top-Down, Bottom-Up) as needed.

Note: In case there is a Zobot or Answer bot deployed on your site, the bot will pick the visitor chats. The chat routing rules set up will be applicable, only when bot transfers/forwards the chat to operators.

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.
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