What are the routing rules for incoming chats?

In the following, we'll explain to you our group routing function. When a chat session is started, the Webvisitor is connected to the operator in the next step. The decision which operator receives the chat is based on the following fixed rules:

  • Chats are only directed to chat operators that are in the operator group to which the chat widget is connected.
  • The incoming chat is connected to the operator with the most free chat slots at that moment.
  • If all operators have the same amount of free slots, the chat goes to the operator who didn’t have a chat for the longest time.
  • It works differently when a chat session is started with a visitor that already had a chat on the website before. In this case a connection will be made with the same operator that the chat was conducted with earlier, given that this operator is online and has any free slots.