Broadcast chat to all available reps simultaneously so the first to respond claims
released
Taylor Jennings
When a chat cannot be matched to an account owner, customers need an alternative to round-robin routing. Round-robin assigns chats sequentially to individual reps, but if that rep misses the notification, the conversation is lost or delayed with no reliable fallback.
Requested behavior: Add a "broadcast" routing mode where, instead of assigning to a single rep, the chat is surfaced to all available reps simultaneously (via Slack channel notification or inbox). The first rep to respond claims ownership.
Jonathan Gittins
This is already possible. Assuming you have a Rule that checks for Account owner that doesn't match, you can then Route for Live Chat using the Route to Everyone in a Team option (broadcast) instead.
Jonathan Gittins
This is already possible. Assuming you have a Rule that checks for Account owner that doesn't match, you can then Route for Live Chat using the Route to Everyone in a Team option (broadcast) instead.
Jonathan Gittins
updated the status to
released