Home > How the tag routing works for reactive chats

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(Last Updated On: August 5, 2021)

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The purpose of this article is to provide a comprehensive overview of how routing by tag works for reactive chats.

Let us assume that we have two agents set up in a widget; Jasmin and Jon each with a different set of tags.

Jasmin has been tagged with “spanish” and “gold” and Jon with “spanish” and “spanishexpert”.

To illustrate how reactive chats are routed when using tags, we shall explore a handful of different scenarios in which one of them the visitor tags change and consequentially so does the assigned agent.


For reactive chats, tag routing will abide by Priority Tiers. This means that if a chat for “spanish” comes in and  there are no available agents tagged with “spanish” in Tier 1, then the system will move into Tier 2 to look for available agents with matching tags, and so on.

1. Single tag match

When a visitor with the “spanishexpert” tag starts a chat, it will be assigned to Jon because he has the “spanishexpert” tag.

2. Multiple tag match
When a visitor with the “spanish” and “gold” tags starts a chat, it will be assigned to Jasmin because she has both the “spanish” and “gold” tags.

3. “Tie” match
When a visitor with the “spanish” tag starts a chat , then the chat will be assigned either to both agents (if “Notify all online agents of each incoming chat” is used) or randomly to any of them (since they both have the tag) if the assignment is set to “Automatically assign each incoming chat to a specific Chat Agent”.

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Published February 17, 2017