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 section. The queues and actions you set up here are shared across all channels, so you don't configure them per channel.

note

The queues and actions are part of the Customer Communication Hub app.

You need permission to the "Access to "Chat settings" section" (CanManageChats code) system operation. Learn more: System operation permissions.

Set up a chat queue

Queues determine which agents receive chats and how long they have to respond before a chat is flagged as overdue.

1. Open the Customer communication hub section from the "Contact Center Supervisor", "Case management", or "Service" workplace.

2. Open the Chat Routing tab.

3. Click in the Chat queues list to create a queue.

   To edit an existing queue, click its name instead.

4. Fill out the queue parameters:

   • 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.

5. Click in the Queue agents list to add the users or roles that process chats from this queue.

6. 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 button in the chat header.

1. Open the Customer communication hub section from the "Contact Center Supervisor", "Case management", or "Service" workplace.

2. Open the Chat Routing tab.

3. Click + New in the Chat actions list to add a chat action.

   To edit an existing action, click it instead.

4. Fill out the action parameters:

   • 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 see the action only in chats routed through this queue.

5. 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, in the Queue field of the setup mini page, 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 (General Info for web chat). You don't need to recreate the channel.

Delete a queue, action, or channel

• To delete a chat queue or a chat action, click next to it on the Chat Routing tab → Delete.

• To delete a channel, click Manage channels, then click next to the channel in the Communication channels toggle panel → Delete, and confirm the deletion.

  When you delete a web chat channel, its embed code stops loading the chat widget on your company website. To bring the chat back, create a new web chat channel and add its embed code to your company website.

Additional chat routing settings

Some system settings apply globally, outside the Customer communication hub section:

• "Simultaneous Chats" (SimultaneousChats code) — 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. Out of the box, the value is 5.
• "Omni chat notification sound" (OmniChatNotificationSound code) — the notification sound and alert style for incoming messages in chats.

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See also

Set up the web chat channel

Set up the WhatsApp channel via Twilio

Set up the WhatsApp channel via Meta Cloud API

Set up the SMS channel

Set up the Telegram channel

Set up the Facebook Messenger channel

Chat workflow