Hey there,

I'd like to present the Chat Dispatch schematics and a few possible scenarios, along with a quick guide how to set them up.

1) Default Dispatch
2) Routing by Skill and Priority
3) Picking up Chats from a Queue - Manual Chats Selection
4) Unlimited website support Dispatch

ad. 1

The Default Dispatch is your out-of-the-box chat distribution method. If a customer chooses to click the chat button, he will be transfered to the Next Available Operator, depending on availability. For example if the CSR is In Chat, a new incoming one will go to another logged in operator with Available (online) status.

There are a few factors that may alter this schematic. Those are the Advanced Settings (https://panel.livechatinc.com > Settings > Advanced). Here's what you can do:

a) Chats Distribution
- When operator is not responding for X minutes, visitor will be transfered to another operator
- When visitor is not responding for X minutes, chat will end
- Set a queue - operators will be picking up chat by themselves
- Considering Priorities and Skills (see ad. 2 for this)
b) Visitors
- You may enable Queueing visitors, so that those above the Max Chat limit will be placed within a queue.
c) Operators
- Set a Max Chat limit per operator. Chats over the limit will go to the Next Available Operator, and if such a person isn't available, they'll be treated as Offline Messages.

ad. 2

Routing by Skill and Priority applies when you check the Automatic Routing box in your Advanced Settings.
First of all, you need to route by Skill. Afterwards, you will be able to set priorities within Skills. The Skills are basically groups, which are very important for licences with many active Operators.

1. Log in to your Control Panel. Do it here: https://panel.livechatinc.com
2. Go to the Operators tab.
3. Follow to Skills Management - Create a new Skill
4. Add the Operators who you intend to be assigned to this route.

Prioritize! This way LiveChat will know who should get most chats.

5. Edit your Operator's Priorities in the Skills Management tab
6. Set priorities for your CSR's within the Skill. Pick from "Chats" or "Supervise" (no chats).

Now you may proceed with implementing Skill enhanced chat buttons (or monitoring codes, responsible for invitations). Those upon Click will route to the specified Skill, considering priorities. Altering factors from ad. 1 also apply.

ad. 3

Many operators are often busy handling phone calls, or answering e-mails. If a busy operator would receive a chat, but wouldn't answer, it could be frustrating for the visitor, and might result in a lost lead. The answer to this is manually picking up chats from the queue.

Operators would see the queue within their consoles, and pick up chats.

Here's how you set it up:

1. Go to your Control Panel: https://panel.livechatinc.com > Settings > Advanced
2. Tick Operators pick up chats by themselves

They will be able to pick the visitors from queue and won't get the chats directly.

ad. 4

To take full advantage of LiveChat's unlimited website support, you only need to diversify the sites by Skill.

1. The first step is to create at least two Skills - one for each website. Let's call them Website1 and Website2. To do this follow ad. 2 from this article
2. Once your Skills are set up, you will need to Generate Click-to-Chat Button codes, and Monitoring codes - individually for each unique website (Skill)
3. Go to your Panel: https://panel.livechatinc.com > Install > Get a code/Button code. Generate codes, but remember to apply the proper Skill parameter
4. You need to Install the Codes on your pages. Place the Website1 Tracking Code right before </head> of Website1, and do the same for Website2. Click-to-Chat Button codes should be placed in eye catching positions on your pages.

After completing the procedure you will have support for both websites with unique settings for each Skill (website). You may have different chat buttons, chat dispatch priorities, triggers and invitations, and also the same Operator will be able to answer queries using one LiveChat application assigned to multiple websites!

Be advised, that you may customize each element of your LiveChat settings diversifying by Skill. Check all Settings in the Panel to see how useful this is!

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You may also Transfer chats, Pull chats, Roll Chats from idle operators and more. Feel free to discuss this with me! Remember to tell me if you found this helpful!