Routing Incoming Chats
BoldChat gives you a fine level of control over how incoming communications can be directed to specific folders and departments. Routing answers the question "How can I show certain incoming chats to certain operators?"
At the highest level, routing looks like this:
- The simplest way to route chats is to associate a Custom Chat Button definition or Chat Window pre-chat form with a Department definition. Incoming chats are routed to operators in an associated department.
- If you want all chats to go to a specific chat folder, create folders and set one as the default. All incoming chats will go to the default folder unless Chat Rules are applied.
- The entity called Chat Rules gives you added subtlety. You can use Chat Rules to evaluate incoming chats and move them to a folder or assign them attributes such as category or status.
- Finally, Premier and Enterprise subscribers can also use Automatic Distribution (ACD) to set up rules that automatically activate chats by placing operators in a chat session without operator interaction. ACD also allows for operator ranking and chat urgency settings. To achieve optimal distribution to appropriate resources, operators can be ranked within a department and departments can be ranked for an operator.