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Understanding Routing Rules and How to Route Visitors to a Specified Agent or Department

Comm100 Live Chat provides advanced chat routing features that 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.

Note: 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.


Step by Step Instructions

  1. Log in to your Comm100 Control Panel.
  2. From the left navigation menu, go to Live Chat Campaign. 
  3. Select your campaign from the Campaign drop-down list, and go to Routing Rules.kb-routr-01.png
  4. Turn ON the Routing Rules toggle key.
  5. Select Route visitors based on custom rules option.
  6. On the Rules area, click the New Rule link.kb-routr-02.png
    The New Rule drawer appears.
  7. Enter the name of the New Rule.
  8. Turn the toggle key to enable the rule.
  9. From the Conditions drop-down list, select a condition you want to apply.kb-routr-03.png
  10. Select the Department or Agent option to which you want to route the visitors.
  11. Select the name of the Department or Agent from their drop-down list
  12. Set the priority from the drop-down list. 
    Queued chats with a higher priority are distributed before those with a lower setting. By default, each chat request is assigned with the Normal priority.kb-routr-04.png
  13. Click Ok. 
  14. You can create multiple Rules to route chat requests.kb-routr-05.png
  15. When visitors fail to be routed based on any of the custom Rules, you can either route to Department or Agent, or redirect them to offline message window and forward their messages to their email address. kb-routr-06.png
    Note: Routing Rules for Ticketing & Messaging Channel is under Settings within the Ticketing & Messaging Module. 
    Routing Rules - Google Chrome 2021-01-05 15.32.31.png


Understanding Chat Routing Scenarios

Route Chats to Account Managers

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. Video description here.

Route Chats by Support Tiers

Com100 Live Chat helps 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. Video description here.

Route Chats by Geographic Location

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. Video description  here.

Route Chats by Skill Groups

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. Video description here.

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, contact your account manager at Comm100 or chat with us.