Routing visitor to next available group


I’ve set up livechat to route visitors to specific groups based on certain key words in the URL as we want those agents to deal with those queries first. That’s working great, however, if the agents in that group are not available (busy or offline), we don’t have an option to redirect visitors to another group of agents that I can see.

Is that something that can be done, or be implemented?

Hi @mohammed.ahmed,

This is a custom solution that’s possible but it has to be implemented on your side using our JS API.

Follow this link:

You also have to change the group number in the = depending on whether the agents are available or not.

I hope this helps.