Live chat departments, triggers, operating hours, and routing
Articles that help solve issues and answer questions about departments, triggers, operating hours, and routing in live chat.
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Can I turn off Chat if my queue is too busy?
Question I have a limited number of agents online in Chat and want to stop new chats from coming in if all agents are... -
Can I stop visitors who load the widget before operating hours end from being routed to offline departments?
Question If a visitor loads the Web Widget (Classic) before operating hours end, they are able to chat in after all o... -
Workflow: How to start a chat with a customer that has been on my website for a certain amount of time
In this workflow, you'll learn how to initiate a live chat with someone on your website. For example, you can use thi... -
Can I customize the Check conditions of my Chat trigger to include both "any" and "all" of the following conditions?
Question Can I customize the Check conditions of my Chat trigger to include both check any of the following condition... -
Department routing is not working correctly in chat
Issue symptoms Department routing is set up in Chat but is not routing chats correctly. Chats are being routed to th... -
How can I reduce the number of chats missed by my agents?
Question I am seeing a lot of missed chats because I don't have enough agents to answer them. What can I do? Answer T... -
Can I create a department in Chat when the Zendesk Agent Workspace is enabled?
Question Can I create a department in Chat when Agent Workspace is enabled? Answer If you create a department within ... -
How do I set up chat to support multiple countries and languages?
Question I have customers in many different countries that speak many different languages. How do I provide location-... -
How do I make changes to the default chat triggers that come with my account?
Question I like the Chat Rescuer, Proactive Greeting, and others of the default Chat triggers that come with my accou... -
How do I set or change the department of a chat?
Question Departments help filter chat requests to specific groups of agents. How do I set or change the department of... -
How do I let my customers choose who to chat with?
Question Can I give my customers the option to choose which of my teams they are routed to? Answer You can use the p... -
How do I evenly distribute chats among my agents?
Question If an agent responds to more requests than others, is there a way to auto-route chats to other agents? Answe... -
Workflow: Send proactive messages in your visitor's default language
In Zendesk, you can start conversations through the Web Widget with customers based on conditions you define. Your bu... -
Why do triggers route live chats to departments with no available agents?
Question I am using triggers to route chats to departments. Some departments have agents available, but not in the de... -
What type of triggers should I use to route chats to specific groups in Agent Workspace?
Question Should I be using Support triggers or Chat triggers for live chat group routing if I have Agent Workspace en... -
Workflow: Use a Chat trigger for messaging to notify if a department is offline
Use a Chat trigger for messaging to notify visitors if a department or group is offline. The below trigger recipe off... -
Why are chats not being routed to other available agents?
Question Why are chats not being routed to other available agents when the maximum wait time limit is reached? Answer... -
Is it possible to choose a department when submitting an offline message?
Question Can you choose a department when submitting an offline message? Answer If at least one of your departments i...