How to Change Which Webex Space or Person Your Live Chats are Routed To

With our Webex Live Chat application you can easily configure where your website live chats are routed.  You can have your website live chat send to one particular Webex Space or to one person's or you can set up department based or group based routing to route to a Person or Space based on the visitor selection on your pre-sales live chat page.

Access your Live Chat Settings in Webex

First head over to your Webex Live Chat settings.  If you've already added Live Chat to Webex, then simply login to your Live Chat account on our website here.  Remember that your login email address is the same as your Webex email.  If you don't have your password yet for our website, choose the Forgot Password link from the login page and run through that process.

Once you're logged in select the My Apps link in the left side bar then choose Edit Settings for the Live Chat widget you want to manage.  In the General tab, you will see a field called Route Chats to Webex.  This is where you set up your default Live Chat routing from your website chat to a Webex Space or to a member's Direct Messages.  

Webex live chat routing

If you don't see your Space listed, make sure that you invite the email address as a Person in that Space.  Here is an article on setting up new Spaces.

Once you select the Space to route to in the Chat Settings, all new chat requests will be sent to the Space you chose.

Department Based Routing

Did you know you can also create Departments or Groups for you live chat and based on the visitor selection on the pre-sales page, route chat requests to a specific person or Webex Space?

You can set up these departments from your Chat Settings page.  Just add your Department name then select which Space you'd like to map this department to.  From the Live Chat Settings, select the Customize Text link in the chat navigation.  Scroll down to the 'Groups/Departments Text' field.  Enable the field then enter the display name for the department and the Team and Channel that you wish to route to.  Click the Add button to the right of the routing to add this new item to the list in the drop down.  

Department Based routing

The visitor will be able to select one of these departments in the pre-sales page in order to enable your skills-based or department-based routing.

Not seeing your Spaces?

See this article for directions on setting up your Spaces.