In this article, learn how to show different messaging to a visitor depending on if a sales rep is available to chat.
After a user creates a “Route for Pounce” step in the experience builder, they have the option to “Branch on rep availability” in the sidebar. By selecting this option, the experience builder will create a branch based on whether there is an available sales rep.
If there is no available inbound chat routed rep, this action will route to an available pounce-routed rep. In other words, if inbound chat routing finds no available sales reps, we'll automatically route that visitor to sales reps assigned to pounce routing. This helps guarantee that a sales rep will be available for inbound chat.
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