Issue symptoms
Department routing is set up in Chat but is not routing chats correctly.
- Chats are being routed to the wrong agents and wrong departments.
- Chats are routed to offline agents.
- 聊天没有被路由到一个部门当they should be.
Resolution steps
Make sure the issue is not caused by online status
The routing issue may be caused by a department's offline status. When chats are routed with triggers, the chat will be routed to the department specified in the trigger even if that department is offline. This can end up with lost chat trouble. For more information, see the article:Why do triggers route live chats to departments with no available agents?
Make sure your pre-chat form is working correctly
If you use the pre-chat form to allow customers to choose a department, make sure thepre-chat form is enabledand working correctly in your account. Also, make sure the department option is not hidden on the pre-chat form as described in this article:Can I hide the department field on the pre-chat form?
Make sure your trigger is set up correctly
If you use a trigger to route chats to departments, make sure you are using the correct department condition in your trigger. Learn more about the three different department conditions and how each one works in this article:Should I use the department, department status, or visitor department condition in my Chat trigger?
When you use theSet visitor departmentaction in a Chat trigger, make sure you haveRun triggerset toWhen a visitor has loaded the chat widget.Department routing does not work ifRun triggeris set toWhen a visitor requests a chatorWhen a chat message is sent.
If the chat was started by aproactive chat triggerinstead of by your visitor, this will bypass any other routing triggers you have active. In this case, the chat will route to any available agent regardless of department. If you want chats started with a proactive message to route correctly, make sure your proactive chat triggers include the actionSet visitor departmentas well.
4 Comments
HeyErik Lynch, I am testing the visitor department routing in Sandbox and created this trigger. See below condition:
Run Trigger: When a Chat Message is sent
Meet all
Visitor Page URL>Contains>(the URL where chat originated)
Visitor Tag>contains>(our end user do have specific tags)
Action:
Set Visitor department>(specific department
Add Tags>(Specific Tag)
Apparently it's not working at all. Tried and tested so many conditions.
We'll continue to assist you on the ticket that you raised with us related to this issue. Kindly check your email for updates. Thanks!
For anyone coming across this.
We have had this issue for such a long time with zero resolution, department is being set in the widget code but intermittently passes the department with a null value. The resolutions in this article are not everything there is to it.
Something is broken underneath.
How are you exactly passing the departments in the chats when the chats come in? You mention that is being set in the widget code - do you have any customisations set in your own script? Feel free to share the details.
Pleasesign into leave a comment.