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(Last Updated On: November 9, 2018)

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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Published November 9, 2018