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How to use Category field to route Chat requests

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edited Dec 19, 2019 2:56AM in Digital Customer Service 2 comments

Summary

Chat Routing based on Email and Category of Customer

Content

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
         
Subject: Test
First Name: abc
Last Name: Test
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

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