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

B2C live Agent auto routing queue is not working

edited Aug 22, 2023 5:28PM in Digital Assistant & Mobile 5 comments

B2C live Agent auto routing queue is not working

Hi Team,

I have the skill to connect with B2C live agent with auto routing queue. To do that, I'm setting an incident custom field value using custom properties from the skill and created a business rule (Chat rule) in B2C which will route to the corresponding queue based on the custom field value.

Looks like agent auto chat routing not working, but the manual pull chat is working, and custom field was getting associated with incident. 

Could you please help me how the chat auto routing should work (B2C) when customer initiate a chat from ODA.

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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