SalesIQ chat routing - Connecting right operators with visitors

Running a big brand would involve handling multiple visitors from various domains and requirements. Routing all the incoming chats to random operators and transferring the discussions to the required operators will be very ineffective and time-consuming. The Chat routing option helps you to route all the incoming chats to the desired department or operator based on multiple criteria.

If you have operators with various levels of expertise in multiple areas, it would be ineffective to route the visitors to an operator with zero expertise in the required subject. Also, visitors would want to get in touch with the operator who attended them during the previous chat instantly without having to wait through chat transfers, you can use this option to route them accordingly and provide reliable support with ease.

Benefits:

Provide faster support by eliminating the need to perform multiple chat transfers based on the visitor's requirements.
Use integrations like Zoho CRM and Campaign to add more routing rules.
Reduce waiting time by selecting the Route to the least loaded operator option.
Route visitors to their CRM owners using the CRM lead/contact owner option.
Allow visitors to continue the reopened chats by connecting with the operators who attended their last conversation.
Route chats to the selected operators based on the expertise and department.

Quick tips:

You can save your operators' time by using the Do not route option to avoid chats initiated by junk leads and spammers.

For more details, check out our help guide here.

Regards,

Naveen

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