How to know if you have a fallback option for your teams?

The Team fallback option is only available to customers on Premium, Advanced or Enterprise plans.

Currently, there are 3 main types of fallback options:

1. Offline: avoid routing a chat to a team/teammate who is not available

2. Unresponsive: when someone is routed in, but then does not respond.

3. Meeting: when no teammate is available to schedule a meeting.

Some of the fallback options available are:

1. Schedule a meeting

2. Send an away message

3. Continue to the next rule

4. Route anyways

5. Disregard teams

6. Re-route within the same team

We have designed a helpful article (, which provides more insight on fallbacks.