Objective

Differences between manual and automatic routing

Applies To

• Jumper
• Live chat

Procedure

Manual Routing

The chats move between the 3 tabs based on user/agent actions.

1. If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from Bot tab to the Request Tab.
2. Any chats that come directly into a channel and are not associated with a bot will immediately flow into the Requests Tab.
3. The Requests Tab is common for all agents as previously mentioned and any agent who responds first to a particular chat request will be now assigned to the chat.
4. As a result, the chat will now disappear from the Request Tab for all agents and only appear in the Active Chats tab of the assigned agent.
5. Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.

Automatic Routing

The chats move between the 3 tabs based on user/agent actions.

1. (Key Difference) If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from Bot tab to the Active Chats tab directly. The agent who will get the chat is automatically decided by the system based on Fair Distribution mechanism.
2. Any chats that come directly into a channel and are not associated with a bot/trigger will immediately flow into the Requests Tab.
3. The Requests Tab is common for all agents as previously mentioned and any agent who responds first to a particular chat request will be now assigned to the chat.
4. As a result, the chat will now disappear from the Request Tab for all agents and only appear in the Active Chats tab of the assigned agent.
5. Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.