diff --git a/rules/how-to-add-a-group-for-all-staff-who-answer-live-chats/rule.md b/rules/how-to-add-a-group-for-all-staff-who-answer-live-chats/rule.md index a660e69f4fa..96982739cc2 100644 --- a/rules/how-to-add-a-group-for-all-staff-who-answer-live-chats/rule.md +++ b/rules/how-to-add-a-group-for-all-staff-who-answer-live-chats/rule.md @@ -1,25 +1,23 @@ --- type: rule -archivedreason: -title: Do you know how to add a group (AKA Departments) for all staff who answer live chats? -guid: e0eb7b05-f5e5-4c1e-b7da-632b276a2949 +title: Do you know how to add a group (aka Departments) for all staff who answer live chats? uri: how-to-add-a-group-for-all-staff-who-answer-live-chats -created: 2017-06-19T23:06:04.0000000Z authors: -- title: Ulysses Maclaren - url: https://ssw.com.au/people/ulysses-maclaren + - title: Ulysses Maclaren + url: https://ssw.com.au/people/ulysses-maclaren related: [] redirects: -- do-you-know-how-to-add-a-group-aka-departments-for-all-staff-who-answer-live-chats -- do-you-know-how-to-add-a-group-(aka-departments)-for-all-staff-who-answer-live-chats - + - do-you-know-how-to-add-a-group-aka-departments-for-all-staff-who-answer-live-chats + - do-you-know-how-to-add-a-group-(aka-departments)-for-all-staff-who-answer-live-chats +created: 2017-06-19T23:06:04.000Z +archivedreason: null +guid: e0eb7b05-f5e5-4c1e-b7da-632b276a2949 --- Specify how incoming chat requests are sent to agents with Chat Routing settings. There are two options for how incoming chats are sent to your agents: -* **Broadcast** : All agents get notified of all relevant chats, and the agent has to click on Serve Request to start serving the chat. This is the default setting. -* **Assigned** : Chats are evenly assigned amongst online agents, such that only one agent is notified of each incoming chat at any time. - +* **Broadcast** - All agents get notified of all relevant chats, and the agent has to click on Serve Request to start serving the chat. This is the default setting +* **Assigned** - Chats are evenly assigned amongst online agents, such that only one agent is notified of each incoming chat at any time @@ -31,8 +29,9 @@ Assigned chats appear in animated tabs at the bottom of the dashboard. **To change the chat routing method for your account** -1. From the dashboard, select **Settings** > **Account** > **Chat Routing** tab. -2. Select a routing method. -![](zendesk-departments-2.png) +1. From the dashboard, select **Settings** > **Account** > **Chat Routing** tab. + +2. Select a routing method. + ![](zendesk-departments-2.png) 3. Click **Save Changes** .