Group by responsibility rather than decoration
A small team rarely needs a separate queue for every page of the website. Start with a genuine difference in who can answer: sales questions versus technical investigation, for example. Name the primary owner and backup for each group. If the same two people do all the work, elaborate routing may add complexity without improving service. Keep the customer’s question visible rather than forcing it into a category that hides the actual need.
Check the matching rule precisely
LiveChat documents URL-based routing and different matching approaches, including contains and exact URL. A broad match can capture pages you did not intend; an exact match can miss a relevant variation. Write a small list of pages that should and should not match before configuring the rule. Country-based routing has plan restrictions in the documentation, so verify entitlement rather than assuming every routing option belongs to the entry plan.
Exercise the unmatched and unavailable cases
Test a page with no specific rule and a destination group with nobody available. The fallback should be understandable to both customer and team. Do not treat a successful match on the homepage as proof that the entire site routes correctly. Include a mobile page and a URL with ordinary query parameters where relevant. Use fictional conversations and record the expected group, observed group and person responsible for any unexpected result.
Keep the routing map maintainable
When a page moves or a responder changes roles, review the rules that depend on it. Give the map an owner and retain the last known working configuration. Avoid making promises about geographic service merely because a location condition exists; the team still needs suitable knowledge and coverage. If the map becomes difficult to explain in a short handover, simplify it before adding more conditions. Correct ownership is more valuable than impressive-looking segmentation.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- LiveChat routing rules — Merchant documentation · livechat.com · Merchant-controlled · checked 2026-09-19
- LiveChat transfers and supervision — Merchant documentation · livechat.com · Merchant-controlled · checked 2026-09-19