Language Based Call Routing

This article explains how to set up Language Based Call and Chat Routing in Video Service Desk.

What Is Language Based Routing? #

Customers can select the language they speak from a language dropdown in the contact form. The dropdown lists only the languages that are supported by your organization. Only the agents speaking that particular language will receive call/chat notifications.

If your agents are fluent in additional languages apart from your primary language, you can make use of it to address customer queries in the language they are most comfortable with. You have the option to enable Call Routing for specific Clients only.

Set up as follows:

1. Enable Language Based Routing #

• Login to the Video Service Desk dashboard as an admin.

• Go to the Clients section.

• Here you can see the list of all the Clients and their details. Click on the Edit button under Actions column.

• Go to the Form Fields tab. Enable the Language Based Routing checkbox.

2. Select The Supported Languages #

• Go to Account Settings section from the admin dashboard.

• In the Settings tab, set the Primary Language. By default it is set to English.

• Switch over to the Languages tab.

• Enable all the languages that you want to support.

• These languages will be shown in a dropdown to the customers in the contact form.

3. Set The Languages Spoken Per Agent #

• Go to the Agents section from the admin dashboard.

• Click on the Edit button and head over to the Languages tab.

• Enable the languages spoken by this agent.

Your contact form for this client should now show a Language dropdown.