Project description
We run a small support team and currently use a live chat widget that simply drops every new visitor into a single queue, with no logic for who picks up the conversation. Operators end up unevenly loaded, with some handling five or six chats at once while others sit idle even though both show as online. Visitors have no idea how long they will wait, and many just close the window before typing a message. We need someone to reconfigure or extend the widget so incoming dialogs are distributed automatically, based on how busy each operator actually is right now.
The core requirement is a routing rule: when a new chat starts, the system should check current load per operator, meaning open active conversations, not online status, and hand it to whoever has the fewest. The widget should also show visitors an approximate wait time before the message is sent, calculated from queue length and average response speed. Every conversation, including ones transferred between operators, needs to be attached to the correct customer card, so the next operator sees full history instead of starting from zero.
We are open to an existing chat platform's built-in routing if it fits this logic, or a custom setup on top of what we have. Please describe your approach and which tools you have configured this way before.
What matters most:
— distribution strictly by current open-chat count per operator, not round robin
— visible estimated wait time for the visitor before the chat starts
— full conversation history stored and searchable in the customer card
— graceful behavior when all operators are busy or offline
The core requirement is a routing rule: when a new chat starts, the system should check current load per operator, meaning open active conversations, not online status, and hand it to whoever has the fewest. The widget should also show visitors an approximate wait time before the message is sent, calculated from queue length and average response speed. Every conversation, including ones transferred between operators, needs to be attached to the correct customer card, so the next operator sees full history instead of starting from zero.
We are open to an existing chat platform's built-in routing if it fits this logic, or a custom setup on top of what we have. Please describe your approach and which tools you have configured this way before.
What matters most:
— distribution strictly by current open-chat count per operator, not round robin
— visible estimated wait time for the visitor before the chat starts
— full conversation history stored and searchable in the customer card
— graceful behavior when all operators are busy or offline
Other / Miscellaneous Cash, Bank transfer
