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Questions about Chat assignment to queues/agents

in Fusion Service 1 comment

**This post was created as part of a How to Service Request (SR)

Release: 11.13.22.04.0

Summary of the question:

The chat is assigned to a queue based on categoryId that I inform in chatAuthenticate endpoint. It's working fine. But, the queues are configured with external routing. So, the chat entries are not being delivered to any agent, because the external routing only assigns service requests, not chat.

To work around this situation, I need to know:

1) Is it possible to inform which agent the chat will go to when I call the chatAuthenticate endpoint?

2) Is it possible to use external routing only for service requests, and omnichannel routing for chat entries?

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