Where to find it
Open your widget in Settings > Website chat and go to the Behaviour tab, under Routing.
Routing never changes who can see a chat. Every website chat conversation is still visible to your whole workspace in the Inbox. It only changes who is notified, and who a chat is assigned to.
Assign new chats
Choose how a new conversation is assigned:
- No automatic assignment. Nobody is assigned automatically; people pick chats up themselves.
- Round robin among available people. The chat is assigned to whoever in the matched group is currently set to Available and was given a chat the longest time ago. If nobody is Available, nobody is assigned. See "Being Available or Away".
- First to reply claims it. Nobody is assigned at first; whoever replies first becomes the assignee.
Rules
Add a rule to decide which group of people is notified about a matching conversation. Each rule matches on one of:
- Page path starts with, for example
/pricing. - UTM source is, for example
google. - Country is, a two letter code, for example
GB.
For each rule, choose which people should be notified when it matches. Rules are checked in order, and the first one that matches wins. If no rule matches, the whole workspace is notified, the same as before you added any rules.
You can add up to 20 rules. Everyone chosen in a rule must be an active member of your workspace.