Skills based chat routing

Skills based chat routing

Skills based chat routing ensures the right agents get the right messages. It allows you to direct each customer chat to the person best placed to help, reducing delays and transfers.

For customers, this means quick, clued-up service. And for agents, skills based chat routing means receiving relevant queries within their area of expertise. You simply:

  • Create any number of skill groups, containing any number of sub-skills
  • Assign agents to skills from inside your WhosOn settings
  • The WhosOn server will automatically attribute a list of skills to your visitors
  • It then sends the chat request to operators who can cover those skills
  • If no skills are created, chat requests get routed to all operators within the selected team

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