Why is only one Operator receiving chats?
Make sure you are in the correct Operator Group, so you are shown online. If this seems to be fine, have a look at the following routing rules.
We have developed an intelligent Routing System, which chooses the Operators according to the following rules:
- Basically, chats are only directed to chat Operators that are linked to the Operator Group which is, again, connected to the Chat Widget.
- The Operator with currently most free chat slots will receive the incoming chat.
- If all operators have the same free slot size, the chat will be forwarded to the Operator who didn’t have a chat for the longest time.
If a Webvisitor has already been on the website and starts a chat, he will be connected to the same Operator he had talked with – Of course, only if he is online and has free slots.