There are two methods to route visitor chats to a skill.
- By adding a skill question to a Pre-Chat Survey
- By assigning a skill to a chat button / invitation
NOTE: If you implemented both of the methods, the following routing priority is applied:
- A response to a skill question in a Pre-Chat Survey
- A skill that was assigned to a chat button / invitation
To route visitor chats by adding a skill question to a Pre-Chat Survey:
- After creating the required skills, enter the Admin Console
- Click Visitor Experience > Chat > Surveys (tab)
- If you have more than one survey, a list of surveys is displayed. Click on the requested survey
- From the Select a Survey Type drop down menu (at the top of the page), select the Pre Chat option
- From the question list, click on the skill type question With whom would you like to chat?
Questions details are displayed
- Make sure that the Visible check box is checked
- From the Choose Skills section, click on one of the requested skills and click Add. Then, repeat the action in order to add additional skills to this question.
NOTE: You can also select several skills at once by pressing and holding Shift while clicking on the requested skills.
- Click Updates Done to save the changes
The next time your Pre-Chat survey is displayed, the visitor will be able to choose a skill from the drop down menu. Once the visitor selects the requested skill, the chat will be routed to that skill.
NOTE: If your visitor selects a skill that is currently offline, an Offline survey will be displayed to the visitor.
To route visitor chats by assigning a skill to an invitation / chat button:
- After creating a required skill, enter the LiveEngage platform.
- From the upper menu, click Chat.
- Click Create new invitation / embedded button / sticky button (according to what you are planning to create).
- Click Advanced configuration.
- From the Skill drop down menu, select the relevant skill.
Click Continue to proceed creating the invitation / chat button.
After the invitation / chat button is published, the visitors who click this invitation / chat button will be routed to the skill that they selected.
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