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Two Chat Groups

Accepted answer
edited Oct 27, 2015 4:49PM in Communication Channels 5 comments


Good Day Everybody,

I have two groups of chat agents, one supports sales and one supports service.  The sales agents will take all chats from the Syndicated Proactive widget and the support agents will take all chats from the CP Conditional Chat widget.

We are hiding the link (for conditional) or not offer the pop-up (for proactive) if agents are not available for the particular group.  But we are having issues where sales agents are not available but the proactive chat is being offered because support agents are available.  I have 'Ignore Pre-route' set to true and I'm setting a custom field from the Proactive chat that kicks it to the sales queue to make sure the rules are routing to the correct group.  (If it pre-routes still)

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