Dynamic Chat Meeting Bookings - Round Robin Suggestion

[mitchjames]

Our business is currently using Marketo Dynamic Chat and are looking to explore using the Meeting Booking functionality. We’ve run into a key limitation with the Round Robin feature.

Here’s a scenario:

• We have three agents available for booking.

  • Agent A and Agent B are only available on Tuesdays.

  • Agent C is only available on Wednesdays.

• When a visitor web visitor interacts with our dialogue, the Round Robin feature will cycle through Agent A, B and C without accounting for individual availability.

• So if a web visitor is only available on the Wednesday, Agent A would show up on the first session - even though the agent is not available on the Wednesday. If the web visitor closes the session and revisits the dialogue again, Agent B would appear. The system doesn’t recognise that Agent C is the only one actually available on Wednesdays.

This results in:

• Missed meeting opportunities for our sales team.

• Manual workarounds or inefficient routing logic outside of the intended Round Robin function.

Suggested Improvement:
Update the Round Robin logic in Marketo Dynamic Chat to:

• Filter agents based on their calendar availability before selecting them for rotation.

This would ensure that:

• Only agents who are available on the Lead's desired day for booking the meeting are surfaced for that session.

• Visitors are shown accurate, bookable time slots.

This change would significantly improve the reliability and performance of the Meeting Booking tool in Dynamic Chat.