Skip to main content

Service Provider FAQs

Browse and search frequently asked questions.

All 

How does the router decide where to send a chat?

265 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 15, 2026    Chat Router

 

The router works with the following to distribute chats to the least busy two service providers:

  • pace (how many messages are going back and forth in chats and timing of chats)
  • the number of chats that a service provider is responding to
  • how recently a service provider signed into LibraryH3lp, with a preference for recently signed-in service providers
  • factors such as the institutional queues and the number of service providers with their status set to “Busy” also impacts the router.