Article: Route Logged-In Contacts Differently from Website Visitors | Voters | respond.io

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Article: Route Logged-In Contacts Differently from Website Visitors

Yong Wai Ting

Business Problem:

Business wants to manage logged-in and non-logged in website visitors differently.

Pain Points:

During live chat on a website chat widget, agents cannot differentiate between a website visitor and a logged-in customer, thus unable to personalize their customer journey.

October 9, 2023

Yong Wai Ting

Stage:

Automate

Objective:

Route to Human

Potential Solutions:

Use 2 different website chat widgets, one to be located on the website's homepage (prior to logging in), while the other is located on the login page (after logging in). Set up Workflow for each widget to route them according to their contact status.

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