About This Article

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”.…

About This Article

The purpose of this article is to provide a comprehensive overview of Proactive vs Reactive Chats and how each are assigned.

There are two types of chats, Proactive chat and Reactive chat.

Proactive Chats

Proactive chats are first assigned to agents with the least number of chats when a visitor is on your site.

Example: Mia has …