Visitor Routing

What is Visitor Routing?

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

Routing visitors to specific operators

Navigate to Settings > Automate > Visitor Routing.

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

Give a title for your routing rule.

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

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.

Choose the routing criteria from the options. The available routing options are as follows.

All available operators - The visitors will be routed to all available operators in the organization.
Specific operators - You can pick specific operators to whom you want to route the specific set of visitors.
Last attendee - Visitors will be routed to the operator who attended last time.
CRM lead/contact owner - If the visitor is a CRM customer, visitors will be routed to the respective CRM owner of the lead/contact.
Do not route - This option will not route the visitor to anyone.

Note: If you choose the Last attendee, CRM lead/contact owner on Do not route option, then hit Save and the rule will be saved to the routing rules list.

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' and in the Calls tab, scroll down to 'Associated departments for calls'. Add or remove departments as necessary.

Now, you can pick a routing rule for the operators. There are 4 rules that can be chosen.

First available: Visitors will be routed based on the first availability of the operators.
Least loaded: Visitors will be routed to the least loaded operator based on the online visitor count. For example, if Operator A has 10 visitors on their live rings view and the Operator B has 11 visitors, then the next visitor will be routed to Operator A.
Route one-by-one: The visitors will be routed to available operators in the round-robin method. For example, if there are 10 operators, then the visitors 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.
Simultaneous routing: This option will route the chats to all selected operators 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.

Click on Save to save this routing rule.

Pre-defined Conditions (Audience Criteria)

The available predefined Conditions in the Audience criteria section and its descriptions as follows:

Condition	Description
Browser	Browser used by the visitor in the website. (Values : Apple Safari, Google Chrome, Microsoft Internet Explorer, Mozilla Firefox, Opera, Unknown)
Country	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)
Referrer	Source from where the visitor is referred from.
Region	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	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.
Advanced	To set two or more conditions.
City	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)

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 rules (Top-Down, Bottom-Up) as needed.

Disable/delete a visitor routing rule

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

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

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