You can select one of the options described above at Account Settings / Call Distribution page in your account Control Panel. Currently we don't offer the possibility to create custom distribution rules.
Keep in mind also, that you won't be able to select a different chat distribution method per department. Whichever option you select will be applied to the whole account and will concern all departments in your account.
One important thing to remember when choosing your chat distribution option is that once the incoming chat has been assigned to a certain agent and if this agent does not accept the chat, the call will not be re-routed to another available operator. In simple words, if a call is missed, it is missed, even if there are other online operators.
The only exception is "To All" call distribution method, in which the incoming chat appears on all online operators' screens. This leaves almost no chances of missing a single chat. So if it is crucial for your company to attend to all incoming chats right away, you may need to give your preference to "To All" distribution option.
The rest of options allow to distribute incoming chats either randomly or considering the current load, so it's up to you to select the call distribution method that is appropriate to your situation.
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