Advanced routing for Chat based on product field
Requirement: We are trying to setup advanced chat routing to skilled Agents based upon the product selected by the customer on the CP Chat Launch Page.
Step 1: Setup new Chat Queues with Advanced routing option enabled.
Step 2: Configured Chat Business Rules to direct the chat to specific Queue depending upon Incident Product. Note: I could not find field like 'Chat.Product' hence used 'Incident.Product' (See Screen Shot "Chat Rules").
Step 3: Configured a agent profile with product and language skills. Added Chat queue in Agent permissions. (See screen shot "Agent Permissions")
Step 4: Added Product field to the 'Chat Launch.php' page with below widget, <rn:widget path="input/ProductCategoryInput" label_accessible_interface="" />