Comm100 Live Chat provides advanced chat routing features which allow you to efficiently route customers to designated departments or agents based on customer location, source, navigation history and other system fields. You can also use the data captured from your Pre-Chat survey or Custom Variables.
Rule-Based Chat Routing is only available with our Live Chat Enterprise plan. If you are using our Business plan, you are able to bind a chat button with a specified agent or department.
Log into your Comm100 Control Panel.
Note: If you have multiple campaigns, please double check the name of the campaign in the upper-right corner of the page and make sure that you’re customizing the correct campaign.
Click on Routing Rules, check the Route visitors based on custom rules option, then click +New Rule.
Define the rule parameters for chat routing.
Click OK to save changes.
You can create multiple Rules to route chat requests. You can change the Order of routing rules and assign a department If visitors do not meet any parameters of your custom rules.
As a large enterprise, assigning dedicated account managers is a great way of making sure your customers receive the individualized service they need and deserve.
Com100 Live Chat help you route chat requests to the appropriate agents or departments based upon support tiers, customer priority and/or escalation issues, thus making sure that customers can get quick and accurate responses for questions of different importance.
You can route chat requests from various geographic locations to specific chat agents or departments to ensure that customers from different areas can receive specialized services from operators with the required skills.
You may also need to route chats to various departments based on skill groups. This way, your customers can receive professional services and get their problems solved as quickly as possible.
Rule-based automatic routing is one of Comm100 Live Chat’s most beneficial features for businesses. If you would like to know how to make the most of this feature, please contact your account manager at Comm100 or chat with us.