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Auto assigning Incident Queue from a Chat

Received Response
edited Jun 8, 2022 11:33AM in General Technical Discussions 4 comments


We have our Chat Interaction workspace that successfully populates the Chat Skill (products) and the Chat Queue. In the related Interaction Workspace, the products do flow over successfully. We are just struggling with our workspace rules to set the Interaction Workspace queue, it always remains blank and has to be populated by the Agents.

Content (required):

We have tried

IF - product = Order Support

AND - Source IN LIST Chat Live or Web Console Live Chat

AND - logged in Acct Profile = NA Chat

SET - Queue = Americas Order Support

We have this set to run before any of our other workspace rules that will remove a queue based on a product change.

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