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Dynamic Department Routing

Article ID: 53178 Email Print
Question
How do i route customers to a department based on a value selected in pre-chat window?

Answer

You may dynamically route customers to a specific department by using Visitor triggers

For example you would like to route customers to "Help desk" department if the question "Do you have an existing account?" used in pre-chat window is answered "Yes". You would need to configure a visitor trigger similar to the screenshot below:

Similar trigger may be created for language selection in pre-chat window such as "Please select your preferred language" drop down list shown in pre-chat window would dynamically route to a specific department based on logic in a visitor trigger.


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Views: 16907 Created on: Aug 21, 2014
Date updated: Jul 22, 2015

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