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The chat routing functionality allows you to prioritize and route incoming chats to the appropriate operator based on simple rules and criteria. Basic chat routing allows you to automatically send chats to the operators who are currently managing the fewest number of chats, or they can be queued and picked up by operators manually.
Having more intelligent touch, like skill based or chatbot topic based routing will give you even more depth and will make your customer experience seamless. Routing visitors to different operators based on different criteria allows your top customers to have access to your best agents while ensuring that customers from lower-level tiers or groups still get quality support.
A default agent queue is linked with your chat widget. You provide your website visitors the option of selecting the appropriate queue before starting the conversation. Your guests will be able to speak with someone who is most qualified to assist them. That way, your visitors can be sure to talk to someone that is best-suited to help them.
In addition to that, you can set the queue's priority related to other queues. By default, every queue has a priority of 1. If the queues are defined further (e.g. 1, 2, 3), then the customers in the queues marked by lower numerical values will be connected to an agent before others. For example, customers in a queue marked with 2 will be handed over to an agent before the customers in a priority 3 queue.
The queue chat routing mode is a good match…
AlphaChat default settings include an intelligent routing system. Intelligent routing is essentially an automated queue system, which routes the customer to the most fitting agent for the job. Agent's suitability is determined by active status, language skills, discussion topic and more.
Automatic assignment of chats from the waiting queue to agents subscribed to this queue is based on the following criteria in the following order:
To select which routes automatically guide your agents to selected queues, navigate to AlphaChat's Admin panel -> Routes and select Add route.
You can determine with the use of regex how chats are forwarded to the queues. When using regex code .* the chat URL and/or bot action ID must partially match the queue name. When there is no regex code used, the system will trigger the action only with exact match.
For more information, refer to Regex Tutorial https://medium.com/factory-mind/regex-tutorial-a-simple-cheatsheet-by-examples-649dc1c3f285
If you already have a regex code, but not sure if executed correctly, test it on online regex tester https://regex101.com/
You get complete control over the routing mode you choose. But what if everything else is the same? This logic illustrates what a successful live chat service should be like: quick, efficient, and personalized. If many agents (with the same capabilities) are online, regardless of the routing style, the following set of rules controls who gets the conversation.
If a visitor lands on your website they will be assigned to the Operator who has the most open conversation slots. This rule is intended to equalize the burden among your agents while also reducing the time it takes for your visitors to respond.
There are a maximum of 10 chat slots available, however we recommend starting with three. It's worth noting that lowering the number of conversation slots for a given agent lowers her odds of getting the following chat.
However, you can also implement this into your support workflow and have your (more experienced) agents with many chat slots receive the bulk of the chats while others with fewer slots only come in when the chat load gets too high.
How to set it up:
The routing rule that applies is the second and last one. Given that the site visitor has never participated in a conversation before and that all agents have the same number of open chat slots, the agent who hasn't had a chat in the longest will be the one who receives the next chat.
Some may speak one language, while others may speak two or three; some may have a broad understanding of all of your products, while others may specialize in one. When your clients are immediately sent to the support agent who is most suited to address their individual concern, customer happiness is at its peak – and service expenses are at their lowest. There is no waiting period, and there are no forwards.
Introducing AlphaChat most adaptable routing method - Skills. You create skills for your customer support agents and assign these to them. When a visitor initiates a conversation on a website, they are sent to a customer support agent who has the required Skills, regardless of their group affiliation.
The skill chat routing mode is a good match…
What if all your agents are busy or they are currently offline and cannot answer your customers queries? When there are no agents available, the users will be granted an option to either wait in the queue or leave a message. The latter is done with the use of customizable offline forms. The customer message will be sent to the selected support email. It is also possible to customize the subject field of offline form message to sort the messages in your inbox more easily. This means that you could assign different offline forms to your conversation flows. Typical scenario would be to have one offline form for general purposes and one for sales. For more information, contact us directly.
When your customers are offline Alphachat smart chatbots will know that noone is listening currently any queues and offers website visitors the option to leave a message
Visitors can leave their message which will be forwarded to customer support email where agents next time they come to work or are available can answer to visitors queries directly from there
How to set it up:
Connect with Alphachat team for custom offline forms from here: https://www.alphachat.ai/contact
There are several options for routing your customers to right department. It is crucial for you to choose the right one in order to give your customers seamless experience.
With AlphaChat you can create different chat routings. Feel free to play around with the product and if you have any questions, feel free to reach out.
