Routing a chat directly to a particular Agent
Is it possible to directly route a chat to a particular agent that the customer has an appointment / relationship with?
We have a use case where we want a customer's chat to be routed directly to a single agent who they have an appointment with. The user would be known via logging into a customer portal or via their email address.
They will have had a pre-chat with a bot (ODA) that takes some details and then passed on to the person they are due to chat with who does the appointment and then books a follow-up session.