Routing rules: route chats to selected teams

Ola Górska
5 min read
updated: Jun 10, 2021

Routing rules allow you to direct customers from specific pages or locations to appropriate teams of your agents.

Routing rules in the LiveChat Agent app

With Routing rules, you can direct chats to different teams, make sure customers from specific countries chat with agents who speak their language, customize the Chat Widget for each website, or turn off the Chat Widget on specific pages.

Direct chats to specific teams

If you want to route chats to particular teams, start by creating groups for agents who’ll be working in these teams. Check out this article for instructions on how to create and manage groups.

Match groups to specific pages

You can direct chats on selected pages directly to specific groups. For example, chats from your self-service page can be routed to your support team. To do that, follow these instructions:

1
Log in to LiveChat and go to Settings>Chat settings>Routing rules and click on Add new rule.
2
Enter the URL address of the page you want to route chats from.

Use Contains to match a part of a page address. For example, you can cover all product pages by creating just one rule for all pages.

The Is exactly option means that the entire page address must match. It’s useful when you want to use the rule for a specific page.
3
Next, choose the group that will answer chats coming from those pages.
4
To finish, click on Save changes.
5
Finally, name your rule and select Save.

Location rules

Let’s say you run a business in multiple countries and you’d like your French customers to chat with your French-speaking agents. All you need to do is add a location rule.

Routing customers based on location is available in the Business and Enterprise plans.
Routing customers based on location is available in the Business and Enterprise plans.
1
In your rule, click on Add condition.
2
From the drop-down, pick the Customer’s location.
3
Enter the customer’s country or pick it from the list.
4
Finally, pick the group that should catch the chats coming from “/help” pages from customers in France.
5
Click Save changes to save your rule.
6
Name your rule and select Save.

That’s it. The rule is enabled. Et voilà, customers from France will chat with your French-speaking team. All you need to do is make sure that the Chat Widget is customized to best serve your French-speaking customers.

Customize the Chat Widget on specific domains

Let’s say you have two businesses that each have their own dedicated website addresses with different domains. If you want to use LiveChat on both domains, customized for each of them, you can use Routing rules with groups to change how your Chat Widget looks and behaves there. First, you need to set up groups for the teams that will handle chats on these domains. Find out how to create and manage groups.

Next, you need to customize the Chat Widget in order to best serve your purpose. For example, set the Language of the Chat Widget as well as the way it will look to best match your website: colors, positions, etc. Read more about customizing the Chat Widget

Once the groups are set up and the Chat Widget is customized, create the rules.

1
Go to Settings>Chat settings>Routing rules and click on Add new rule.
2
If you want to set up rules for whole domains, delete the first condition by clicking the x.
3
Next, from the drop-down menu, pick Customer visits domain.
4
Type in the domain address.
5
From the drop-down menu, pick the groups which should catch these chats.
6
Click on Save changes.

That’s it. Now the chats from this domain will go to the agents from the assigned group.

Disable LiveChat on selected pages

You can turn off the Chat Widget on selected pages by using Routing rules. This can be useful if you get too many unproductive chats from certain pages, like your main page, and you want to keep your LiveChat only on pages that generate better leads, such as your product pages.

To disable LiveChat on a specific page:

1
Go to Settings>Chat settings>Routing rules and click on Add new rule.
2
In the conditions, pick the Is exactly option and type in the exact address of the page you wish to exclude from LiveChat.
3
In actions, pick Turn chat off.
4
Click on Save changes. The Chat Widget will not be available on the specified page.
This rule will disable the LiveChat code on the page, so if the customer starts a chat on a page with the Chat Widget and then moves on to a page with no Chat Widget, the chat will end.
This rule will disable the LiveChat code on the page, so if the customer starts a chat on a page with the Chat Widget and then moves on to a page with no Chat Widget, the chat will end.

Set priority and fallback

You can set the priority of the rules, i.e., the order in which the rules are checked. You can do it by manually dragging the name on the list of rules up or down.

As the rules are matched in the order in which they appear on the list, it is advisable to place more specific rules first, and more general rules further down.

The Fallback group is the last on the list, and it is the group that will catch the chats from the pages or locations for which no rules have been set. This way you don’t need to set rules for every page on all your websites. By default, it is the General group in the LiveChat Agent app. The General group is the group that lists all the agents you have added to LiveChat. You can change the Fallback group to any other group you have created.

1
Go to Settings>Chat settings>Routing rules.
2
Pick the desired group from the drop-down menu.

That’s it. Now all the chats without a rule will go to your selected Fallback group.

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