Migrating from Chat routing to omnichannel routing

<body>
<p id="docs-hc-snippet" style="display: none;">One of the main benefits of moving to messaging is access toomnichannel routing. Omnichannel routing is a routing engine that automatically assigns tickets from any channel to the best available agent using a consistent approach.</p>

<div class="body">
<p class="p">One of the main benefits of moving to messaging is access to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing" target="_blank">omnichannel routing</a>. Omnichannel routing is a routing engine that automatically assigns tickets from any channel to the best available agent using a consistent approach.</p>
<p class="p">Omnichannel routing is the default routing engine for all new Zendesk accounts. With a single routing configuration, you can control:</p>
<ul class="ul" id="topic_moving_to_omnichannel_routing__ul_omnichannel_controls">
<li class="li">Prioritization</li>
<li class="li">Assignment</li>
<li class="li">Skills-based routing</li>
<li class="li">Reassignment</li>
<li class="li">Agent acceptance</li>
</ul>
<p class="p">You can continue using your existing group structure, or move to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6712096584090" target="_blank">custom queues</a> for more advanced routing scenarios. For example, custom queues can help with routing to multiple groups, overflow handling, and percentage-based routing.</p>
<p class="p">Some capabilities depend on your plan. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">About omnichannel routing</a>.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_moving_to_omnichannel_routing__ul_article_topics">
<li class="li"><a class="xref" href="#topic_key_concepts">Key concepts</a></li>
<li class="li"><a class="xref" href="#topic_setting_up_omnichannel_routing">Setting up omnichannel routing</a></li>
</ul>
<p class="p">Before setting up omnichannel routing, it’s recommended that you understand some <a class="xref" href="#topic_key_concepts">key concepts</a>.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_key_concepts">
<h2 class="title topictitle2" id="ariaid-title2">Key concepts</h2>
<div class="body">
<p class="p">The following list includes high-level descriptions of key messaging and omnichannel routing terminology and concepts. Use the links in each list item to learn more.</p>
<ul class="ul" id="topic_key_concepts__ul_key_concepts">
<li class="li">
<strong class="ph b">Capacity</strong>: The maximum number of Open tickets that can be assigned to an
agent. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770" target="_blank">Capacity rules</a>, omnichannel routing’s
equivalent of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836490138-Setting-up-notification-routing-for-live-chat#topic_dlr_wt1_q5" target="_blank">Chat limits</a>, are used to define the
maximum capacity of an agent for each channel. Capacity is released when an
agent marks the ticket as <em class="ph i">Pending</em>, <em class="ph i">On-hold</em>, or <em class="ph i">Solved</em>, or
when a conversation becomes inactive. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10440912714266-Understanding-and-managing-end-user-presence-in-messaging-Closed-EAP" target="_blank">Managing end user presence</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658-Automatically-releasing-agent-capacity-for-inactive-messaging-conversations" target="_blank">automatic capacity release</a>.</li>
<li class="li">
<strong class="ph b">Conversation</strong>: For the messaging channel, this equates to the entire lifecycle of a customer request. A conversation begins when the end user enters their first comment in the Web Widget, mobile SDK, or social messaging channel, and ends when the related <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938-About-the-ticket-lifecycle-and-ticket-statuses" target="_blank">ticket status</a> is <em class="ph i">Closed</em>.</li>
<li class="li">
<strong class="ph b">Session</strong>: For the messaging channel, the real-time live chat-style interaction between an end user and a human or AI agent. The session can be ended by the ticket being Closed, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">ended manually</a> by an end user or the agent, or automatically using a business rule that includes the End session action. Once the session has ended, the end user is prevented from interacting any further with that conversation, and the agent can continue to work on the associated ticket.</li>
<li class="li">
<strong class="ph b">Skills</strong>: Skills are attributes that are applied to the ticket and given to agents that provide more granular control over which tickets are routed to which agents. Skills for omnichannel routing span all channels. Typical skills include languages, product expertise, and permission to handle VIP requests. Omnichannel routing can use skills to further refine your ticket routing. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5833468891674-About-using-skills-to-route-tickets" target="_blank">About using skills to route tickets</a> for more details.</li>
<li class="li">
<strong class="ph b">State</strong>: The activity status of a messaging session can be one of these
three states: <ul class="ul" id="topic_key_concepts__ul_state_types">
<li class="li">
<strong class="ph b">Active</strong> if an end user has responded to the ticket within the
allowed idle period. By default, this is set to 10 minutes.</li>
<li class="li">
<strong class="ph b">Inactive</strong> if the end user has not responded within the allowed
idle period, or if the ticket status is set to Pending, On-hold, or
Solved. An inactive session can become active if the end user
responds.</li>
<li class="li">
<strong class="ph b">Ended</strong> is a terminal state. Ended sessions can’t be reactivated.
Agents and end users can’t communicate in an ended session.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Unified agent status</strong>: The way an agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">controls their availability</a> in omnichannel routing. This replaces <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6937345201562-Setting-your-status-for-messaging-and-live-chat" target="_blank">individual channel statuses</a>, which only allowed an agent to control their availability for one channel at a time.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_setting_up_omnichannel_routing">
<h2 class="title topictitle2" id="ariaid-title3">Setting up omnichannel routing</h2>
<div class="body">
<p class="p">This section provides a high-level guide to moving from Chat-based routing to omnichannel routing, and some key differences between Chat and omnichannel routing settings and elements.</p>
<p class="p">This section includes the following steps:</p>
<ul class="ul" id="topic_setting_up_omnichannel_routing__ul_setup_steps">
<li class="li"><a class="xref" href="#topic_step_1_prepare_to_migrate">Step 1: Prepare to migrate to omnichannel routing</a></li>
<li class="li"><a class="xref" href="#topic_step_2_record_chat_routing_settings">Step 2: Record your Chat routing settings</a></li>
<li class="li"><a class="xref" href="#topic_step_3_recreate_chat_limits">Step 3: Recreate your chat limits as omnichannel capacity rules</a></li>
<li class="li"><a class="xref" href="#topic_step_4_recreate_chat_skills">Step 4: Recreate chat skills as agent skills</a></li>
<li class="li"><a class="xref" href="#topic_step_5_configure_additional_settings">Step 5: Configure additional omnichannel routing settings</a></li>
<li class="li"><a class="xref" href="#topic_step_6_convert_idle_time">Step 6: Convert Automatic Idle time to omnichannel idle timeout</a></li>
<li class="li"><a class="xref" href="#topic_step_7_turn_on_omnichannel">Step 7: Turn on omnichannel routing</a></li>
</ul>
<p class="p"><strong class="ph b">Note:</strong> If you’ve gone through the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435865466906" target="_blank">voluntary live-chat-to-messaging migration process</a>, your routing is still determined by your Chat settings. Follow the steps below to migrate to omnichannel routing.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_step_1_prepare_to_migrate">
<h3 class="title topictitle3" id="ariaid-title4">Step 1: Prepare to migrate to omnichannel routing</h3>
<div class="body">
<p class="p">The tasks below can help ensure the migration to omnichannel routing goes smoothly.</p>
<ul class="ul" id="topic_step_1_prepare_to_migrate__ul_prepare_to_migrate">
<li class="li">
<strong class="ph b">Review your current routing strategy</strong> across your Zendesk environment, including Chat, email, social messaging, and Zendesk Voice. Consider:
<ul class="ul" id="topic_step_1_prepare_to_migrate__ul_current_routing_strategy">
<li class="li">How your Support team is organized</li>
<li class="li">Whether you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5833468891674" target="_blank">skills</a> to route tickets to agents</li>
<li class="li">How tickets are grouped</li>
<li class="li">How chat limits are determined</li>
<li class="li">How tickets are prioritized</li>
<li class="li">How ticket reassignment is handled</li>
</ul>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#topic_frn_1vc_yxb" target="_blank"><strong class="ph b">Plan your future routing
strategy</strong></a> by reviewing the omnichannel routing documentation
and planning for your current and future routing needs. Omnichannel routing
applies across your entire account and includes several improvements over
live chat, such as: <ul class="ul" id="topic_step_1_prepare_to_migrate__ul_future_routing_strategy">
<li class="li">Built-in prioritization by ticket priority or SLA</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770-Creating-capacity-rules-to-balance-agent-workloads" target="_blank">An omnichannel approach to
capacity</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6712096584090-Understanding-how-omnichannel-routing-uses-queues-to-route-work-to-agents" target="_blank">An omnichannel routing queue or
custom queues</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133588225690-Managing-the-unified-agent-statuses-available-to-your-agents" target="_blank">A unified agent
status</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6442469463194" target="_blank">Auto-acceptance of
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234-About-real-time-monitoring-dashboards" target="_blank">Real-time monitoring</a></li>
<li class="li">Integration with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650-About-intelligent-triage" target="_blank">intelligent triage</a>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Prepare your agents for the upcoming changes</strong>. Let them know when and why you’re migrating. Give them access to the information they need, and make sure they know the basics of working with omnichannel routing.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_step_2_record_chat_routing_settings">
<h3 class="title topictitle3" id="ariaid-title5">Step 2: Record your Chat routing settings</h3>
<div class="body">
<p class="p">Before you activate omnichannel routing, record your Chat routing settings where you can access them later. They won’t be visible after omnichannel routing is turned on, but you’ll want to reference them in subsequent steps.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_step_3_recreate_chat_limits">
<h3 class="title topictitle3" id="ariaid-title6">Step 3: Recreate your chat limits as omnichannel capacity rules</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_step_3_recreate_chat_limits__table_chat_limits_mapping" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e382" style="vertical-align:top;">Chat dashboard setting</th>
<th class="entry cell-norowborder" id="d79e385" style="vertical-align:top;">Admin Center setting</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry row-nocellborder" headers="d79e382" style="vertical-align:top;">Settings &gt; Routing &gt; Settings tab &gt; Chat limit</td>
<td class="entry cellrowborder" headers="d79e385" style="vertical-align:top;">Objects and rules &gt; Omnichannel routing &gt; Capacity rules</td>
</tr>
</tbody>
</table>
</div>
<p class="p">Capacity rules are the messaging equivalent of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836490138-Setting-up-notification-routing-for-live-chat#topic_dlr_wt1_q5" target="_blank">chat limits</a>.</p>
<p class="p">Both allow you to cap the number of incoming chat notifications assigned or
broadcast to each agent. Capacity rules offer a more nuanced approach to ticket
assignment – for example, Chat limits look at the number of currently-active
tickets assigned to agents, while capacity rules let you choose whether to
include inactive tickets towards an agent's limit, and automatically adjusts
their capacity as ticket activity status changes. For more information about
how capacity rules work, and instructions for configuring them, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770-Creating-capacity-rules-to-balance-agent-workloads#topic_wzz_wxp_m5b" target="_blank">Creating capacity rules to balance agent
workloads</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_step_4_recreate_chat_skills">
<h3 class="title topictitle3" id="ariaid-title7">Step 4: Recreate chat skills as agent skills</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_step_4_recreate_chat_skills__table_chat_skills_mapping" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e440" style="vertical-align:top;">Chat dashboard setting</th>
<th class="entry cell-norowborder" id="d79e443" style="vertical-align:top;">Admin Center setting</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry row-nocellborder" headers="d79e440" style="vertical-align:top;">Settings &gt; Routing &gt; Skills tab</td>
<td class="entry cellrowborder" headers="d79e443" style="vertical-align:top;">Objects and rules &gt; Business rules &gt; Skills</td>
</tr>
</tbody>
</table>
</div>
<p class="p">If you use Chat skills, or want to use skills in your omnichannel routing configuration, you’ll need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826-Creating-agent-skills-to-use-for-routing" target="_blank">create them as agent skills</a> in Admin Center, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838892826-Creating-agent-skills-to-use-for-routing#topic_w3m_th2_bbb" target="_blank">assign these skills to agents</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5833458075930-Adding-and-managing-skills-on-tickets#topic_bbs_lrt_5xb" target="_blank">create triggers to apply the skills to tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_step_5_configure_additional_settings">
<h3 class="title topictitle3" id="ariaid-title8">Step 5: Configure additional omnichannel routing settings</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_step_5_configure_additional_settings__table_additional_settings_mapping" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e498" style="vertical-align:top;">Chat dashboard setting</th>
<th class="entry cell-norowborder" id="d79e501" style="vertical-align:top;">Admin Center setting</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry row-nocellborder" headers="d79e498" style="vertical-align:top;">Settings &gt; Routing</td>
<td class="entry cellrowborder" headers="d79e501" style="vertical-align:top;">Objects and rules &gt; Omnichannel routing &gt; Routing configuration</td>
</tr>
</tbody>
</table>
</div>
<p class="p">Follow the guidelines in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration" target="_blank">managing your omnichannel routing configuration</a> to configure how your routing engine will work.</p>
<p class="p">The following table describes some of the differences in how live chat and omnichannel routing manage key routing settings and define important concepts.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_step_5_configure_additional_settings__table_routing_differences" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e544" style="vertical-align:top;">Setting</th>
<th class="entry nocellnorowborder" id="d79e547" style="vertical-align:top;">In Chat</th>
<th class="entry cell-norowborder" id="d79e550" style="vertical-align:top;">In omnichannel routing</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e544" style="vertical-align:top;">Ticket sorting</td>
<td class="entry nocellnorowborder" headers="d79e547" style="vertical-align:top;">All tickets are ordered by time of arrival.</td>
<td class="entry cell-norowborder" headers="d79e550" style="vertical-align:top;">All tickets are ordered by time of arrival unless you are on Professional or Enterprise plans, where the default is by ticket priority and then time of arrival. For example, Urgent oldest ticket first. You can also choose to order tickets by Next SLA Breach.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e544" style="vertical-align:top;">Assignment method</td>
<td class="entry nocellnorowborder" headers="d79e547" style="vertical-align:top;">Can be either Broadcast, which notifies all agents of an incoming request, or Assigned, which notifies only a specific agent of an incoming request.</td>
<td class="entry cell-norowborder" headers="d79e550" style="vertical-align:top;">Only supports Assigned mode, which is more efficient than Broadcast mode. It can also use highest spare capacity, highest spare capacity by percentage, and round robin to distribute tickets to agents.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e544" style="vertical-align:top;">Skills-based routing</td>
<td class="entry nocellnorowborder" headers="d79e547" style="vertical-align:top;">Uses Chat skills to route tickets to the appropriate agents.</td>
<td class="entry cell-norowborder" headers="d79e550" style="vertical-align:top;">Uses skills shared across all channels to route tickets to appropriate agents.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d79e544" style="vertical-align:top;">Focus mode</td>
<td class="entry nocellnorowborder" headers="d79e547" style="vertical-align:top;">Prevents an agent active on a Chat, or a Voice call, from being assigned tickets on the other real-time channel.</td>
<td class="entry cell-norowborder" headers="d79e550" style="vertical-align:top;">Prevents an agent active on messaging, or a Voice call, from being assigned tickets on the other real-time channel.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d79e544" style="vertical-align:top;">Reassignment</td>
<td class="entry row-nocellborder" headers="d79e547" style="vertical-align:top;">In assigned mode, you can control how long to wait for an agent to accept the incoming Chat before attempting to reassign it to another agent.</td>
<td class="entry cellrowborder" headers="d79e550" style="vertical-align:top;">Messaging reassignment timing allows you to configure how long to wait for an agent to accept the incoming messaging ticket before attempting to reassign it to another agent. Other advanced options include reassignment of reopened tickets to another agent, auto-assignment of Open tickets to another agent when an agent changes their status, and reassignment through queues to reevaluate a reassigned ticket against custom queue conditions.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_step_6_convert_idle_time">
<h3 class="title topictitle3" id="ariaid-title9">Step 6: Convert Automatic Idle time to omnichannel idle timeout</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_step_6_convert_idle_time__table_idle_time_mapping" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d79e641" style="vertical-align:top;">Chat dashboard setting</th>
<th class="entry cell-norowborder" id="d79e644" style="vertical-align:top;">Admin Center setting</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry row-nocellborder" headers="d79e641" style="vertical-align:top;">Settings &gt; Personal &gt; Idle timeout tab</td>
<td class="entry cellrowborder" headers="d79e644" style="vertical-align:top;">Objects and rules &gt; Omnichannel routing &gt; Status timeout</td>
</tr>
</tbody>
</table>
</div>
<p class="p">In Chat, agents can set an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828519706-Configuring-your-chat-availability-settings#topic_egs_t4j_ws" target="_blank">automatic idle time</a> after which their status can be updated from Online to Away or Invisible. Omnichannel routing’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5286614817562-Configuring-idle-timeout-and-disconnection-settings-for-unified-agent-statuses" target="_blank">idle timeout</a> setting allows admins to set the idle time and disconnection behavior for each agent status.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_step_7_turn_on_omnichannel">
<h3 class="title topictitle3" id="ariaid-title10">Step 7: Turn on omnichannel routing</h3>
<div class="body">
<p class="p">You’re now ready to turn on and configure omnichannel routing.</p>
<p class="p"><strong class="ph b">To turn on omnichannel routing</strong></p>
<ol class="ol" id="topic_step_7_turn_on_omnichannel__ol_turn_on_omnichannel">
<li class="li">In Admin Center, go to <strong class="ph b">Objects and rules &gt; Routing configuration</strong>.</li>
<li class="li">Click <strong class="ph b">Turn on omnichannel routing</strong>. <p class="p">When you turn on omnichannel
routing:</p>
<ul class="ul" id="topic_step_7_turn_on_omnichannel__ul_turn_on_results">
<li class="li">Chat routing functionality is turned off and all Chat routing
settings in the Chat dashboard are hidden.</li>
<li class="li">Changes to agent status and Explore reporting are applied. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6249962577690-Using-omnichannel-routing-while-migrating-from-chat-to-messaging#topic_bjj_3lh_czb" target="_blank">Considerations for using
omnichannel routing with Chat</a>.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
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