Round Robin assignment

Hi All, 

The plan is still to beta release omnichannel routing in August - stay tuned!

Barry

@barry14 - Will an announcement be made when the beta is ready so we can apply for the beta program?

Hi All, we now have beta released omnichannel routing. To qualify :

1. You must have agent workspace enabled

2. If you have a chat subscription, you must have messaging enabled and be 100% messaging, i.e. no chat traffic.

If you qualify, you should see an omnichannel routing section appear within your admin centre

Barry

So this is a joke right?

If I decide not to use your messaging platform and work with one of your preferred partner such as Ada using their chatbot I can't benefit from the omnichannel routing?

Seems a little short sighted that you're excluding customers that have chosen to work with your partners.

I second what @nathan11 said - this feels like a joke.

After all this time, and really good feedback from your customers on this valuable topic for almost all customer service teams out there, specifically those handling more than 10 mails /day, you really feel that this is an appropriate Update in this thread?

@barry14 can you confirm wether or not this function is usable for an account like us, currently no chat set up (on Enterprise Plan though) and we need this only for ticket assignments. 

@retourenstation: If you dont have any chat traffic, then you can use the omnichannel routing engine to assign support tickets. It should be on in your admin centre.

Any timeline on when this will be available to accounts who use Live Chat? Messaging is a complete no go due to the current lack of any kind of banning and inability to control translations. 

@barry14 chat traffic and having messaging enabled are two different things.

Our chosen bot (ADA) requires code to be embedded into our guide header; to avoid conflicts, all other bots need to be disabled. Using this product was a substantial investment, recommended by one of your partner organizations, as Zendesk's chat features (including messaging) are too rudimentary to support our business needs.

I would like you to confirm that omnichannel routing can be used with third-party chat software that Zendesk advertises in their marketplace without needing to have messaging enabled.

If you can not confirm this, please have one of your engineers test it to verify.

If this will not work, your team needs to take this back to development and design a solution that works for all customers instead of requiring them to use a product/features (like messaging) that doesn't meet their business needs.

Hi CJ - no firm yet as to when/if this will be extended to accounts that use Live Chat.

@barry14 That's really unfortunate to find out now that it's not even certain that this will ever be available for Live Chat, after being told for years, before Messaging was even a product, that we could expect this feature in the future. 

It would have been nice to mention that this was a limitation to the implementation that was being built sooner, as it's clear from the thread there's a lot of interest from people on accounts that do not use Messaging. Currently, Messaging lacks any features to protect agents from third party harassment, it's not like we're being stubborn and refusing change products for no reason, it's lacking a critical, required element to protect agents from repeated harassment. 

Should we be opening a new thread to request that this be a feature for accounts that use Live Chat? How can we as customers voice that we really would like Round Robin assignment available to accounts using Live Chat?