Live Chat Round Robin - Reroute if No Response

The reroute if no response toggle allows you to continue routing through your selected team instead of selecting ONE user to route to in a round-robin.

Table of Contents

• Why use the Reroute if no response option
• How to use Reroute if no response toggle

Why use the Reroute if no response option

When using the Round Robin feature specifically, we treat assignments like we would for scheduling. If we assign the conversation through Distribution:

1. We select the next user and assign it to them
2. If that user is Online → Wait for them to join the conversation → If they don’t join → proceed to not available options
3. If that user is Offline → proceed to not available options

If that selected user is Offline or does not join the conversation, the probability of connecting the visitor to live chat is much lower. 

Thus, we have created a new ‘Waterfall’ option in Live Chat’s Route to Node.

How to use Reroute if the Reroute if no response toggle

The reroute option is enabled by default in the Route for Live Chat node under Team Member via Round Robin. You can disable it to attempt routing to a single assignee. 

Only consider available Reps in the Round Robin

• When a rep is marked ‘offline,’ do not include them in the Round Robin. If all reps are offline, then this would justify executing the fallback branch directly. 

When enabled, the guest is routed through the team until someone responds the total wait time has passed. 

We allow the Admin to configure the wait time per rep and the total number of reps to route to. In the Wait For Rep Node, the Admin will configure how long to try each rep for (default = 30s) and the total number of reps to try. We will calculate the total ‘wait’ time configured based on this. 

In the example below, we will try 3 reps, waiting 30 seconds for each rep, for a total wait time of 150 seconds. If no one joins after the waterfall round-robin, we proceed to the fallback branch.

Note that the Wait for Rep Node is required to perform the reroute. If this node is removed, the reroute will be automatically disabled.