Rule-based routing

Rule-based routing

Rule-based routing ensures that your chat requests go to the relevant person. It’s a great way to ensure smooth, speedy service, every time.

With rule-based routing, customers aren’t passed from agent to agent or left waiting for the level of help they need. Likewise, agents aren’t bombarded with queries outside their skillset. You can:

  • Create chat routing rules based around your website content, such as pages viewed
  • Create rules based on the visitor’s information, such as IP address or demographic
  • Use pre-chat survey field information entered by the visitor to route chats
  • Based on these rules, WhosOn will then filter and strategically route each chat request
  • Backup chat routing is also in place, to ensure no messages are missed due to unavailability

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