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Categories: Tips & Tricks | Technical Options
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About This Article
The purpose of this article is to provide a comprehensive overview of how routing by tag works. Routing by tag is a powerful tool which allows you to route chats to a specific agent based on a matching tag found under the Settings > Agent Settings > Chat assignment tab.
Routing by Tag
Routing by tag is a powerful tool which allows you to route chats to a specific agent based on a matching tag. For example, you could use a “spanish” tag that is defined on your Spanish site to route a chat to an agent with a corresponding “spanish” tag. As this is an advanced feature, we have split the documentation up in to 4 main categories, each of which will be linked below.
Routing by Tag for Reactive Chats
The following articles go through how to configure tag routing for manual chats.
Routing by tag for reactive chats: Configuration
How the tag routing works for reactive chats
Routing by Tag for Proactive Chats
The following articles go through how to configure tag routing for proactive chats.
Routing by tag for proactive chats: Configuration
How the tag routing works for proactive chats
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Loading ...Published November 9, 2018