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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 is …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to use Routing by tag for proactive chats.
Routing by tag is a very powerful feature. Below is how to configure it for Proactive chats. You do not need to enable the routing by tag option under the Chat Assignment menu to do this. …
READ FULL ARTICLEThe 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”.…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how routing by tag works for Proactive chats.
Let us assume that we have three agents set up in a widget; Jasmin, Jon and Dante. All three of them have been assigned with tags based on the languages they speak and whether they should be …
READ FULL ARTICLEThis article explains how to use routing by tag, which is used to route.
Routing by Tag is an advanced feature, available only on Enterprise Accounts, which enables routing of chats to the most appropriate agent based on skill-set, language, specialty etc. Setting up this feature requires configuration in the SnapEngage Admin Dashboard and can also …
READ FULL ARTICLEThis article explains how to use the design studio. The Design Studio is a powerful tool that will allow you to create your own chatbox, pre-chat form, and offline form, in addition to the online and offline buttons with separate settings.
The Design Studio is a powerful tool that will allow you to create your …
READ FULL ARTICLEThe 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 are first assigned to agents with the least number of chats when a visitor is on your site.
Example: Mia has …
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