Chat Routing

In REVE chat you can use various routing policy ( broadcasting, round robin & URL based) to better serve your visitors

In REVE chat we can use Time Based Routing & Broadcasting to evenly distribute messaged among your agents. Let's dive deeper into each section.

To change the routing policy you have to navigate to the settings menu on left nav bar. From there under general settings you will find the chat routing option.

Time Based Routing

In this routing policy, chat request from a visitor will land to the agent with the most free slots. The routing decision is made based on the current workload of the agents, considering the percentage of their concurrent chat capacity in use.

Suppose agent A has a concurrent chat number of 20 and he is currently serving 10 customers. Another agent B has a concurrent chat number of 10 and he is serving only 4 customers currently. Then when a new visitor arrives the chat request will land to agent B. Agent A is occupied with 50% of their concurrent chat capacity (10 out of 20), while Agent B is handling 40% of their capacity (4 out of 10). Since Agent B is serving customers below their maximum capacity, the new chat request is directed to them, optimizing efficiency and balancing workload.

But if both agents were at 50% of their capacity, a new chat request will land to the agent with the highest concurrent chat capacity.

After assigning the agent, the agent can see the request in the queued section of the chat panel. He has to accept the chat within the chat acceptance time. Otherwise it will be counted as missed chat.

Broadcasting

In this routing policy, when a new visitor arrives, a chat request will be sent to all online agents. The chat will land in the que section of the chat panel. From there any agent can accept the request and it will be removed from queued. In broadcasting the chat acceptance time doesn't play any role. So, agents are not bound to accept chat within a specific time frame, rather they will accept as soon as they finish one request.

URL Based Routing

REVE chat allows it's customers to route chats using URL & keyword. This allows company's to offer specialized support for different section of the website.

To create URL based routing, you have to click the "Add Chat Route". You will see a pop-up where you have to-

• Provide the new route a name

• You have to select the rule. Here if you select "contain" system will search for those keyword in the URL and trigger but if you select "Exact Match" system will only trigger this routing when the URL matches fully.

• Provide a valid URL. System will check the visitor's URL with the one you provide.

• Select an action(from route chat or chat turn off)

• And if you have your department enabled, you have to choose the department and press the "Create" button. A new rule will be created.

Using the URL based routing you can link your support page to provide support by only support agent. You can disable a chat for a specific URL.

That's how you can enable chat routing in REVE chat.