Intelligent Chat Routing for Delightful Support

Make chat window an integral part of your website using live chat customization

Distribute chats for even workload management
Use simple rules to assign incoming chats
Assign chats to groups manually or automatically
Transfer chats to experts on a particular topic

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Get Started Free

No credit card required.

Get a Demo

Automatically Route Chats Between Operators

Distribute incoming chats evenly among operators for improved efficiency

Chat routing feature helps you to prioritize and route incoming chats to the right operators based on rules and conditions that are easy to set up. Chats can be automatically routed to operators currently handling the least amount of chats or they can go to a queue from which operators can pick them up. This ensures that the chat workload is evenly distributed among operators so they can operate with maximum efficiency. Free up support managers from having to keep a manual tab on the number of chats being handled by an operator. With chat routing you can avoid operator burnout from handling excessive chats and provide a delightful support experience to your visitors.

Prioritize and route incoming chats
Set up rules and conditions easily
Prevent operator burnout due to uneven chat distribution
Provide delightful support experience to visitors

Connect Visitors to The Right Department

Distribute chats from a specific group only to operators within that group

Automatically assign incoming chats to operators in a group (like sales, support or billing) based on their job functions. Free up your team members’ bandwidth by not having them conduct frequent checks to pick up pending conversations from a queue. Chats are distributed from a specific group only to operators within that group. If you have enabled manual chat selection, then only the operators from a specific group will receive a new chat notification for that group. When needed, ProProfs Chat still allows you to transfer chats from one group or department to another.

Assign chats according to groups
Free up your support teams’ bandwidth
Chats within a group are hidden from other groups
Chats can still be transferred between groups

Respond to Incoming Chats Instantly

No waiting in line for phone support or for emails that arrive after 24 hours

Customers need instant responses and while live chat addresses that need, automatic chat routing takes it a step further. Your website visitors are assigned to the least busy chat operator the moment they fill up the pre chat form. Intelligent routing algorithm uses visitor keywords to determine the best operator or expert to connect with the right customers. With ProProfs Live Chat Software, you can also allow your website customers to chat with their dedicated account managers, if they have been assigned one, the moment they log into your website. ProProfs Chat remembers the last visitor login so they do not have to send the same information next time and can instantly connect with an operator.

Provide instant response to website visitors
Attend to every customer's queries
Automatically connect users to dedicated account managers
Visitors do not have to enter personal details every time

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Set Up Custom Routing Based on Visitor Attributes

Create the best support experience possible for your website visitors

ProProfs Chat allows you to set up advance conditions and custom rules based on visitor attributes like location, time of the day, message text, and accordingly route them to the most appropriate operators or groups. Cutting edge features let you auto-assign incoming chats to the right groups and operators based on visitor’s history or keywords, and even allow assignment rules to take precedence over the default channel-group mapping. Use these advanced features to create the best support experience possible for your users.

Advanced features for complete control
Configure routing rules that exactly match your needs
Use keywords and operator history for chat routing
Give your users the most delightful chat experience

Join Our Thriving Community

Anything that helps us communicate better with our customers improves our revenue.

Anything that helps us communicate better with our customers improves our revenue. The bonus feature is that for the international customers for whom English isn’t their first language, ProProfs' automatic translation is an excellent option.

Charlie Hueni,

Vice President, Purchasing & Sales, HorseSaddleShop
With ProProfs Chat, we can communicate with overseas clients who cannot call us.

One of our favorite features about ProProfs Chat is the ability to access chat history via the user dashboard. This comes in handy when we have clients who return to chat a few days after the original conversation and are unsure of the cruise they were initially inquiring about.

Mitchell Bank,

Founder, MilitaryCruiseDeals
With live chat, our guests know that we are accessible and will take care of their needs.

Our guests enjoy chatting with us using ProProfs. They often ask about - availability of rooms, amenities provided and breakfast options offered. We also provide a lot of information regarding room decor and special packages. We also provide a lot of information regarding room decor and special packages.

Carol Tiffany,

Owner, Lazy Cloud