How to Automate Incoming Chat Requests with Chat Routing


Chat Routing empowers you to customize the handling of incoming chat requests. With this feature, you can set a designated time frame for chat routing. When a chat request appears, an operator has the option to accept it immediately or allow it to be automatically transferred to the next available operator.


ProProfs Chat routing operates on the round-robin principle, ensuring fairness and equal distribution of chats among operators according to the routing order.


Within the designated time limit you set, an operator can choose to accept an incoming request. However, if the operator does not respond within that timeframe, the request will be automatically passed on to the next available operator.


Here's a use-case scenario for Chat Routing:


XYZ Company's previous approach to handling incoming chats was manual and time-consuming. The lack of a structured routing system often led to delays in response times and uneven distribution of workload among support agents. This resulted in frustrated customers and missed opportunities for quick issue resolution.


Solution: By implementing Chat Routing, XYZ Company has been able to optimize its customer support operations and achieve greater efficiency.


Benefits of chat routing:


  • Never miss an incoming chat request
  • Delight customers with prompt support
  • Automatically send chats to the next available operator
  • Route chats to the right group


To Enable Chat Routing 


Step 1: In your ProProfs Chat Account, go to Operators, enable Chat Routing using the toggle button, and set the time limit for accepting the incoming chat request.


How to enable chat routing



Step 2: Customizing the Chat Routing settings


1. Add Operator: Click to add a new operator to your chat routing setup by entering the details in the following form. Click Save.


Adding an operator


2. Routing Order: Drag and drop the operator to arrange them in order if you wish to route a new incoming chat request. The operator at the top will be the first to receive it.


3. Chat Routing Time: Set a timer after enabling routing in the first step. It is the time interval after which an incoming chat request is transferred to the next available operator.



Click ‘Save’ to confirm your changes.


Chat Routing

Suppose you have multiple operator groups, and a chat request is sent to a particular group. In that case, operators receive the chat request based on their routing order.


Chat Groups


That's all you need to know to leverage the Chat Routing feature for optimizing your support operations. For any further assistance or support, feel free to contact our dedicated support team.



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