Abstract: The present disclosure provides a system and method for intelligent chat routing. The high responsiveness required for instant messaging makes the assignment of a particular message to the most available agent a crucial element of service providing. The invention enables chat to be transferred to all logged agents from the group to which the chat is assigned and further to adjust the regular functioning of the system with regard to the acceptance or not of new incoming chats. Chat can be transferred to all groups in which at least one other agent is available (in counter only agents accepting chats except the current agent are taken into account), or if the queue limit is exceeded then chat is not started the invention displays the component enabling ticket set up (for asynchronous communication) that shall be further synchronized with the ticketing system.

Abstract: The embodiment is a chat-based method to display to the end user a greeting or a custom message based on qualifiers saved in the database. The system allows triggering interaction between a web page visitor and the embodiment user being a webpage or application owner. Real-time processing and conditions set up in the HTTP Server and Customer State server allows associating particular visitors with conditions which may be either inclusive or exclusive based on one or more logical qualifiers. It allows the user of the embodiment to set up a velocity with which agents may be able to respond as an outcome of potential greeting what shall address the issues of queues delaying customer service process.

Abstract: The embodiment is a chat-based method to display to the end user a greeting or a custom message based on qualifiers saved in the database. The system allows triggering interaction between a web page visitor and the embodiment user being a webpage or application owner. Real-time processing and conditions set up in the HTTP Server and Customer State server allows associating particular visitors with conditions which may be either inclusive or exclusive based on one or more logical qualifiers. It allows the user of the embodiment to set up a velocity with which agents may be able to respond as an outcome of potential greeting what shall address the issues of queues delaying customer service process.