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2 views | 0 Vote this question as useful. 0 Vote this question as not useful. | Last updated on Dec 15, 2025 Chat Router
Currently, AskAway is set-up with what's called a home team first model with a 40 second rollover. This means that if a chat comes in and someone from the user's library is staffing, they will see that chat first. If they do not pick it up within 40 seconds, it will rollover to the general AskAway queues for anyone to pick-up.
With the chat router pilot, the institutional queue rollover will still be in place, but there is no additional rollover mechanism. What this means is that if a chat comes in and someone from the user's library is staffing, they will still see that chat first, and if they don't pick it up within 40 seconds, it will rollover to others to pick-up. However, when a chat comes in and no one from the user's library is online, it will be offered to only two service providers, and it will not rollover beyond the two providers it was first offered to.
A general rollover option may be possible in the future, but it is not currently configured.