Let's Reconnect, thank you for making 2022 our best year yet.

Look Back
Chat business rules not being followed — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Chat business rules not being followed

Received Response
39
Views
1
Comments
edited May 18, 2020 12:57PM in Agent Desktop 1 comment

Content

Hi,

For simplification:

  • Two profiles. Profile A and Profile B
  • Two chat queues: Chat Queue A and Chat Queue B
  • Two categories: Category A and Category B
  • Two business rules: Chat Rule A, Chat Rule B

So our first chat rule is Chat Rule A and it says if someone selects Category A, that it should go to the chat queue called Chat Queue A

Our second rule is Chat Rule B and it says if someone selects Category B, that it should go to the chat queue called Chat Queue B

Our 3rd rule is that if someone doesn't answer in Chat Rule B, then after 1 minute, redirect them to Chat Queue A

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!