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:
- The Operator with currently most free chat slots will receive the incoming chat.
- 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.