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Important:
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Step by Step Instructions
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（10）Select the name of the Chat Queue or Agent Queue from their drop-down list
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（14）When visitors fail to be routed based on any of the custom Rules, you can either route to Queue, or redirect them to offline message window and forward their messages to their email address.
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Note: Routing Rules for Inbox Channel is under Settings within the Inbox Module. |
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Understanding Chat Routing Scenarios
Route Chats to Account Managers
As a large enterprise, assigning dedicated account managers is a great way of making sure your customers receive the individualized service they need and deserve.
Route Chats by Support Tiers
CloudFon helps you route chat requests to the appropriate queues based upon support tiers, customer priority, and/or escalation issues, thus making sure that customers can get quick and accurate responses for questions of different importance.
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Route Chats by Geographic Location
You can route chat requests from various geographic locations to specific chat agents or departments to ensure that customers from different areas can receive specialized services from operators with the required skills.
Route Chats by Skill Groups
You may also need to route chats to various queues based on skill groups. This way, your customers can receive professional services and get their problems solved as quickly as possible.