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Chat rules | Routing chats based on chat's question content — Cloud Customer Connect
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Chat rules | Routing chats based on chat's question content

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edited Jun 22, 2020 3:37PM in Communication Channels

Content

Was developing a chat rule to route chats to chat queues based on value of question field and noted that chat.question field isn't available to selection in chat rule editor.

Chats sessions are requested by Chat REST API, and values on question field are filled by an integration with IBM Watson (not directly by our customers) when the chatbot produces a handover to give control to a human agent that attends him on a OSvC chat session

I'm trying to route incomming chat sessions based on question values but noted that this field isn't available to selection on IF CONDITION chat rule editor.

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