Feature Overview

Routing Groups are used to segment your chat Team Members so they can only receive chats that are relevant to their role. With Routing Groups, administrators can create a communication system that notifies only those Members in the segment, and only at times they are expected to be available.

Initially, a company might set up a sales Routing Group and support Routing Group, and scale to include more segmentations as their organization grows, and processes evolve.

A few things to consider when using Routing Groups:

You should have Team Members created in order to assign a Routing Group to individuals on a Team.

  • In order for the Routing Group to take effect, you will need to select members to route to, or select the ABM Routing setting (more details on ABM Routing can be found in the "Setting up a Routing Group section of this article).  
  • In most cases, if the individual who is supposed to answer the chat cannot, the Rollover action will take place.
  • To avoid a situation where a chat is not answered by anyone, (even a bot), Routing Groups will only roll to another Routing Group once. 

Setting up a Routing Group

  1. To set up a new Routing Group, navigate to the Routing Groups link in the Admin menu.


  1. Select: + Create New Group.

  1. Next, you’ll customize the Routing Group by selecting the Team Members you want to ring. 

  • In the event that you want to only ring a specific account rep on the record (either via Salesforce or Salesloft), scroll past the names and select “ABM Routing.” 

  1. Once members have been selected, you’ll give your Routing Group a name, specify how long the members have to answer the chat, the rollover action you want to occur if the chat goes unanswered, and the availability and off hours of the Team Members. 

  1. Your Rollover destination can be one of three options:
  • You can select a backup Routing Group to send the chat to
  • You can select a ChatBot to route the message to
  • You can request the user leave a message
  1. You can also select the availability of the Routing Group. Your options for availability include:
  • Available 24 hours
  • Available during the business hours in your timezone
  • Or, you can customize your availability.  

If you have partial day coverage on the Routing Group, you will also have to select what will happen during off hours.

Note: Your Routing Group is already created and you do not need to select “Save.” To return to your Routing Group screen, select “Back”. 

Creating Quick Responses

A Quick Response allows you to shortcuts for your Routing Groups that will populate predefined responses.


To create a new Routing Group-specific Quick Response, select + Create New Quick Response. From here, you’ll need to enter the full text response, as well as the shortcut.


Managing Routing Groups 

  • Administrators can change information, or delete a Routing Group, from the Routing Group screen by selecting “Manage.”
  • Once a Routing Group is deleted it cannot be recovered. 


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