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How to setup chat assignment rules?

Accepted answer
edited Oct 6, 2020 12:32AM in Fusion Service 9 comments


How to setup Assignment Rules to assign chats to certain queues?




We're implementing the chat functionality on a few portals (we're not using DCS, only chat inlays). For each portal, we must have a specific queue with qualified agents.


I haven't find any documentation on how to setup Assignment Rules for chat. In Manage Service Assignment Objects/Rules, there is no chat option and for the "any" work object, which I think should be used in this case, doesn't have attributes for Subject or Reference Number, which are the fields available in the chat window.


How can we setup the assignment rules for chat? Is it possible? If yes, could someone provide some documentation? If not, well, where are the chats assigned to? Always Default queue?

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