Introduction:


emptyStringNOTE: This content is not relevant for customers that use the LiveEngage platform.
 
There are three methods to route visitor chats to a specific skill.
  • By assigning a skill to a specific web page (by using visitor rules)
  • By adding a skill question to a Pre-Chat Survey
  • By assigning a skill to a specific chat button
emptyStringNOTE:  If you implemented more than one method, the following routing priority is applied:
  1. Visitor Rule
  2. A response to a skill question in a Pre-Chat Survey
  3. Skill definition for buttons


Instructions:


To route visitor chats by assigning a skill to a specific web page:

  1. After creating a required skill, enter the Admin Console 
  2. Click Rules > Visitor Rules
  3. Click Rule Types tab
  4. Create a new rule with the context when visitor enters page and define the URL of the page in the condition.
  5. Define the outcome to be Variables - Set Visitor Skill and select the desired skill
  6. Save the settings. The rule will fire when the next visitor enters the web page that you defined in the rule

To route visitor chats by adding a skill question to a Pre-Chat Survey:

  1. After creating the required skills, enter the Admin Console
  2. Click  Visitor Experience > Chat > Surveys (tab)
  3. If you have more than one survey, a list of surveys is displayed. Click on the requested survey 
  4. From the Select a Survey Type drop down menu (at the top of the page), select the Pre Chat option
  5. From the question list, click on the skill type question With whom would you like to chat?
    Questions details are displayed
  6. Make sure that the Visible check box is checked
  7. From the Choose Skills section, click on one of the requested skills and click Add.  Then, repeat the action to add additional skills to the question.
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    NOTE: You can also select several skills at once by pressing and holding Shift while clicking on the requested skills.

  8. 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. The visitor's chat is then routed to the selected skill
    emptyStringNOTE: If your visitor selects a skill which is offline, an Offline survey will be displayed.


To route visitor chats by assigning a skill to a specific chat button:


emptyStringNOTE: This method is not highly recommended because any future changes will require changes to your website code as well
  1. After creating a required skill, enter the Admin Console
  2. Click  Account Set Up > Page Code Builder > Chat Button (tab)
  3. If you want to edit an existing button click Edit Button, if you want to create a new button Click New Chat Button
  4. Click the Advance Options tab
  5. In the Routing Options section, select the requested skill from the Select Skill drop down menu
  6. Click Save To Library to save the changes
  7. An "Are you sure you want to save?" message pops up. Click Save To Library