Chat Routing Rules

Part of Comm100 Auto Chat Distribution, chat routing rules allow you to define which visitors/customers should be sent to specific agents. Thanks to Comm100 multi-channel data collection, you can set up chat routing rules based on diverse routing requirements.

Parameters for Chat Routing Rules

Here are the visitor data parameters you can use in chat routing rules. The routing rules can be based on just one, or any combination, of the following parameters:

  • City
  • State/Province
  • Country/Region
  • Time zone
  • Language
  • Search engine
  • Search keywords
  • Number of chat times
  • Number of visit times (first time or repeat visitor)
  • Current page URL
  • Chat requesting page URL (the webpage where a chat request is initiated)
  • Referrer page URL (the webpage a visitor was on right before he/she landed on your website)
  • Landing page URL (the first page of your website a visitor arrived at after clicking on an external link)
  • Plus any field in your pre-chat survey
  • Plus any field from your custom variables
Parameters for Chat Routing Rules

Typical Chat Routing Scenarios

Below are some examples showing how chat routing rules can be set up to satisfy requirements for certain scenarios.

Route Chats by Geographic Region

Customers from different geographic regions should be served by resellers, partners or teams responsible for specific regions. For example, Team A for Region One, and Team B for Region Two.

Set up Chat Routing Rule:

  1. Create Department A and Department B for Team A and Team B respectively;
  2. Create a rule to route visitors from Region One to Department A, and then set another rule to route visitors from Region Two to Department B.
Watch How to Route Chats by Geographic Location
Route Chats by Geographic Region

Route Chats by Product

Scenario:

Visitors interested in different products should be received by different teams responsible for specific products. For example, Team A for Product One, and Team B for Product Two.

Set up Chat Routing Rule:

  1. Create Department A and Department B for Team A and Team B respectively;
  2. Create a field in your pre-chat survey that lists your products and prompts the visitor to select which product they’re interested in before chat;
  3. Create a rule to route visitors selecting Product One to Department A, and then set another rule to route visitors selecting Product Two to Department B.
Route Chats by Product

Route Chats by Account Manager

Scenario:

Customers have dedicated account managers. Therefore, customers should be served by their own specific account managers.

Set up Chat Routing Rule:

If you have the account manager information on your website:

  1. Set up a custom variable named Account Manager to read the information from your website;
  2. Create a rule to route a visitor to Agent A when his/her account manager is Agent A, and create another rule to route a visitor to Agent B when his/her account manager is Agent B.
Watch How to Route Chats by Account Manager
Route Chats by Account Manager

If you don’t have the account manager information on your website:

  1. Set up a custom variable that reads the information indicating your customers’ identity, such as Account Number. The policy of setting up a custom variable is that you can use the variable to locate the account manager from mapping rules in your own system.
  2. Add rules to route a visitor to Agent ** if Account Number is **, based on your own mapping rules. You will also need to input each mapping rule in Comm100 Live Chat to define which visitor belongs to which agent.
Route Chats by Account Manager

Schedule a Free Consultation

Want to learn more about how this feature can meet your specific business needs? Schedule a 15-minute free consultation with us. One of our product specialists will call you back.