Backup chat routing


WhosOn offers smart chat routing options to ensure each request is sent to the relevant agent. Sometimes, however, the most relevant agent may not be available.

In these instances, WhosOn uses backup chat routing rules. Backup chat routing ensures that no customer is left abandoned, and no chat unmissed. Here’s how it works:

• You create routing rules based on factors such as team, skillset, website, or support tier

• If no agents in the right team or skill group are available, WhosOn ignores the routing rule

• It can then look at other online agents to handle the chat request instead

• WhosOn will select a backup agent based on next available or least busy

• As well as agent availability, backup chat routing also works based on time period or queue