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:

  1. The Operator with currently most free chat slots will receive the incoming chat.
  2. If all Operators have the same number of slots, the chat will be forwarded to the Operator who didn’t have a chat for the longest time.

Please note: If a Webvisitor starts a chat and has already been on the website, he will be connected to the same Operator he had talked with  – Of course, only if he is online and has free slots.