Set up chat routing
Chat routing controls how incoming chats are distributed to agents and what actions agents can take during a conversation. Configure it from the Chat routing tab in the Customer Communication Hub — queues and actions you set up here are shared across every channel, so you don't configure them per channel.
The queues and actions are part of the Customer Communication Hub app.
Make sure you have the "Can manage chats" permission.
Open Chat routing
- Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.
- Click the Chat routing tab, next to Overview, to open the chat queues and chat actions lists.
Set up a chat queue
Queues determine which agents receive chats and how long they have to respond before a chat is flagged overdue.
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On the Chat routing tab, in the Chat queues list, click + to create a new queue, or click an existing queue's name to open it for editing.
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Fill in the queue details:
- Name — the queue's name, shown wherever you select a queue for a channel or a chat action.
- Routing rule — To all agents (offers the chat to every agent in the queue at once) or To an available agent (routes it to a single available agent).
- Chat timeout, minutes — the maximum waiting time before Creatio automatically completes the chat.
- First response time, minutes — the maximum time allowed for the agent to send the first reply before the chat becomes overdue.
- Ongoing response time, minutes — the maximum time allowed for the agent to reply to customer messages during an active chat before it becomes overdue.
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In the Queue agents list below, click + to add the users or roles that will process chats from this queue.
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Save your changes.
As a result, the queue becomes available in the Queue field on every channel's setup and edit pages, and its response-time settings drive the overdue timers agents see on chat tiles in the Agent Inbox.
Set up a chat action
Chat actions let an agent trigger a business process from within a chat, using the quick action icon in the chat header.
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On the Chat routing tab, in the Chat actions list, click + New to add a chat action, or click an existing action to edit it.
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Fill in the action details:
- Action name — the label agents see in the quick action list.
- Business process — the process Creatio runs when the agent selects this action. Choose from any business process configured in your Creatio instance.
- Chat queue — the queue this action applies to. Agents only see the action in chats routed through this queue.
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Save your changes.
As a result, agents processing chats from the selected queue see this action in the quick action list in the chat header.
Link a queue to a channel
You assign a queue while creating a channel, on the setup mini-page's Queue field, before clicking Next. That field only lets you pick from queues already configured on the Chat routing tab — it doesn't create a new one.
To change a channel's queue later, open the channel's settings page and update the Queue field on the General tab — you don't need to recreate the channel.
Delete a queue, action, or channel
- To delete a chat queue or a chat action, click the ⋮ icon next to it on the Chat routing tab and select Delete.
- To delete a channel, open the Communication channels panel via Manage channels, click the ⋮ icon next to the channel, and select Delete.
Additional chat routing settings
Some settings still apply globally, outside the Customer Communication Hub UI:
- "Simultaneous Chats" (
SimultaneousChatscode) — the maximum number of chats an agent can process simultaneously in the Agent Inbox (new and in-progress chats). Creatio marks the agent "Chats exceeded" once this limit is reached. Defaults to 5 chats out of the box. - "Omni chat notification sound" (
OmniChatNotificationSoundcode) — the notification sound and alert style for incoming messages in chats.