Route chats to your agents

Route chats to your agents

If you have multiple departments, you should have some logic in place to route customer chats to the appropriate department. You can do so by using a pre-chat form or by setting up routing rules.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

Via Pre-Chat Form

When you want the customer to choose with which department they want to be connected.

  1. Make sure your departments are named in a customer-facing manner.
  2. In the Web Admin Center, go to Channels > Chat > Chat Window.
  3. Click on My Chat Window and go to the Pre-Chat form tab.
  4. Check box for Department. This will add Department as a field in the pre-chat form. Customers can choose the department they want to speak with and will be routed accordingly.

Via Routing Rules

When you want to route customers to a particular department based on their initial question, language or other criteria.

  1. In the Web Admin Center, go to Channels > Chat > Routing Rules.
  2. Click Create New.
  3. On the Criteria tab, do the following:
    1. Create a Rule Name. This name should include the department name.
    2. Fill out the criteria that will determine when a chat should be routed to this department. For example, if Initial Question Contains help or support.
  4. Within Actions tab, select appropriate department from Department drop-down.