How to use Category field to route Chat requests
SummaryChat Routing based on Email and Category of Customer
How to use Category field to route Chat requests.
Category field would have to 2 possible value: Domestic or International
Step 1> Chat Initiated by Authenticated Customer
First Name: abc
Last Name: Test
Email: [email protected]
Category: Domestic or International
Step 2> Check if Agent signed in?
if Yes then assigned to Agent
if No then assigned to another bucket (category: Domestic and International) (not the default agent)
Step 3> Check if the Category is Domestic or International?
if Category: Domestic then assigned to Domestic Agents
if Domestic Agents busy then assigned to Default Agent