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

Routing a chat directly to a particular Agent

Accepted answer


Is it possible to directly route a chat to a particular agent that the customer has an appointment / relationship with?

Content (required):

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.

Howdy, Stranger!

Log In

To view full details, sign in.


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