---
title: Routing Rules for Missed chat
slug: contact-center/routing-rules-for-missed-chat
docTags: 3N6ObmPi0ryWSu19SAhDj
createdAt: 2025-09-25T17:25:25.768Z
---

## Overview:

A **Missed Chat** occurs when a customer's chat message is received but is not attended to by any available agent. Common causes include the customer initiating the chat **outside of business hours or on holidays**, or when **all agents are currently busy** handling other interactions. The Ameyo solution ensures these critical interactions are captured by automatically generating tickets.

## Key Benefits:

- **Prevent Lost Opportunities:** Ensures critical requests (e.g., sales leads, billing inquiries, plan changes) are recorded and addressed.
- **Maintain Customer Satisfaction:** Guarantees that no customer communication goes unattended, leading to a proactive follow-up.
- **Streamlined Workflow:** Automatically converts raw missed interactions into structured **tickets**, allowing supervisors and agents to easily review and prioritize follow-up actions.

## Functionality:

The Ameyo solution for missed chats relies on a **Routing Rule** that detects the system's designation of a missed chat and triggers automatic ticket creation.

### Example Scenario Workflow:

1. A customer attempts a chat (e.g., requesting a bill detail or subscription upgrade) but no agent is available to pick it up.
2. The chat interaction is designated by the system as "Missed Chat."
3. The configured **Missed Chat Routing Rule** detects the interaction's title.
4. A **ticket is automatically created** containing the customer's details and message content.
5. Supervisors and agents can later review this ticket, understand the request, and proactively contact the customer.

### Result of Configuration:

Once the rule is configured, a ticket is automatically created for every missed chat. This allows supervisors and agents to:

- Review tickets of missed chats efficiently.
- Contact the relevant customers directly to provide support.
- Ensure every communication is attended to and resolved.

## Prerequisites:

- **Administrator Access:** Required to configure routing rules in the Rule Engine.
- **Defined Campaigns and Queues:** The target interaction campaign and queue must be established for ticket assignment.

## Usage Instructions:

### Creating a Routing Rule for Missed Chats

Follow these steps to configure the rule that tracks missed chats and automatically creates tickets:

1. Navigate to **Rule Engine > Routing**.
2. Create a **new rule**.
3. Enter a **Rule Name** (e.g., "Auto-Ticket for Missed Chats") and a **Rule Description**.
4. **Add a Condition:**
   - **Condition:** Select **Interaction Title**.
   - **Operator:** Select **Contains**.
   - **Value:** Enter the exact phrase: Missed Chat from
5. **Add an Action:**
   - Select **Routing Action**.
   - **Configure the routing details:**
     - **Campaign Name:** Choose the appropriate Interaction Campaign.
     - **Queue Name:** Choose the target queue for missed chat tickets.
     - **Assign To User:** Select the agent assignment type (e.g., *Available Agent*, *Any Agent*).
6. (Optional) Add multiple actions to route missed chats across different campaigns or queues based on additional conditions.
7. Click **Save** to activate the rule.