Routing here refers to the logic of setting the virtual agent department to be the first to take incoming chats, and escalating to the transfer department, or, human department when needed.
This article is part of the steps to take to connect your bot to Zendesk Chat.
Before you start
Rule of thumb: Each virtual agent needs its own department. Human agent department can have many human agents, but the virtual agent should never be in the human agent department.
Routing logic: The virtual agent department is the default department and only escalates to the human department based on your dialogue flow.
Go to Zendesk Chat > Settings > Groups, then click Add group
Once you click on Add group, a new tab might open and take you to Zendesk Support > People > Group. This is normal and you can just continue as below.
⚠️ The virtual agent department should ONLY have the virtual agent's admin account and the virtual agent's admin account should ONLY be in the virtual agent's department.
2. Enter a name (e.g. "EN virtual agent Department") for the group. Add only the new virtual agent's admin account created in preparation to the group, then click Create group
The new virtual agent's admin account should be the only member in the virtual agent's group.
3. Repeat the steps above and create a transfer group for human agents that will be taking escalated chats from the virtual agent if needed. The virtual agent should not be in this group. This group should not be set as the default group.
Enabling the groups
If you are doing these in advance, keep these virtual agent and human agent groups disabled - and only enable them on launch day.
If you’re doing these on launch day, make sure the groups are enabled before you continue.
Go back to connecting your bot to Zendesk Chat