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Routing chats based on the # Xs the contact has contacted us

Accepted answer
edited Mar 28, 2016 3:10PM in Communication Channels 2 comments



Our business is looking at how we can route a chat to a designated queue (not the default queue) based on how many times that customer has contacted us within X # of days.

The business rules seem very limited for routing chats, so I'm wondering how/if this could be accomplished.

Example: IF "contacts primary email" has chatted us already within the last 7 days, THEN route to MULTIPLE CONTACTS chat queue.  All others would route to the default chat queue.

I don't think advanced chat routing will work, as it's designed for routing based on agent skill.

Not sure if this would require purchasing something to do universal queue routing, or if possibly engagement engine would do something like this.

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