Hi,
My name is Manju, and I am reaching out to the community to help me understand a user case scenario.
We have multiple e-commerce websites depending on the type of customer (wholesale / end-user / marketplace), and we have configured the same chat flow on each of these websites. The same web widget has been activated on all these sites with an intention to resolve the queries via articles and then connect to an agent, depending on the requirement.
But as I am noticing, I do not have any option to filter queries based on the source (please note, our customers may not log in while raising a ticket. Hence, assigning organizations based on email domain is not applicable).
I want to assign the ticket to an agent based on which website the customers have raised the ticket (website A --> assign to Agent 1, website B --> assign to Agent 2). Please let me know if there is a way to achieve this.
If you are using the Web Widget (Classic), you can utilize the Chat triggers and route these chats depending on their URL. See the screenshot below for reference. We have a recipe for this as well here.
If you are using the Messaging Widget, Support triggers can be created to achieve your use case: Recipe: Routing messaging tickets using Support triggers
Best,
Paolo | Technical Support Engineer | Zendesk