Live Chat Routing

Live chat categories help you understand what a conversation is about before it begins—and decide whether AI or a human agent should handle it first.

This guide explains how to create categories and control chat routing.

Overview

When a visitor opens live chat, they are asked to choose an issue category.

Each category controls how the chat is handled:

• AI Support Enabled → AI responds first, then hands off if needed
• Human Only → Chat goes directly to a human agent

This lets you automate common queries while keeping sensitive issues human-led.

Before You Start

Make sure the following are set up:

• Live Chat addon is installed and active
• Live Chat companion plugin is connected

For AI Routing:

• ZenCommunity Pro is active
• AI Agent addon is enabled and connected

⚠️ Without an AI Agent, all chats will go to human agents even if AI is enabled in categories.

Creating a Category

1. Go to ZC Live Chat → AI Settings
2. Open the Categories tab
3. Click Add Category
4. Enter a Category Name (e.g., Billing, Technical Support)
5. Choose routing:
   • Keep AI Support Enabled ON for AI-first
   • Turn it OFF for human-only
6. Click Add Category

Each category will show:

• Name
• Routing status (AI enabled / Human only)

Edit or Delete Categories

Edit:

• Click the Edit (✏️) icon
• Update name or routing setting
• Click Update

Delete:

• Click the Delete (🗑️) icon
• Confirm removal

⚠️ Deleted categories cannot be recovered.

How Routing Works

After selecting a category, routing happens automatically.

Human-Only Category

• Chat is assigned directly to a human agent
• Agents are notified immediately

AI-Enabled Category

• AI tries to answer first

If AI can help:

• Conversation continues with AI

If AI cannot help:

• Chat is transferred to a human
• Or user is prompted to create a support ticket

Manual Handoff

• Users can request a human anytime
• Chat is instantly transferred

Important Behavior

• Category routing applies only to new chats
• Existing conversations are not affected by changes
• AI availability depends on product-level AI settings

⚠️ If AI is disabled globally, all categories act as human-only.

Best Practices

• Use clear, simple category names
• Enable AI for common queries (FAQs, general help)
• Use human-only for:
  • Billing issues
  • Account security
  • Complaints
• Regularly review category performance

Tips

• Keep category list short and focused
• Update routing as your support needs evolve
• Combine with AI Knowledge Base for better responses

Related Documentation

• Setting Up the AI Agent for Tickets & Live Chat
• Building the AI Knowledge Base
• Live Chat OTP & Feedback (CSAT)
• Enable Live Chat
• Chatting