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Routing chats based on Contact organisation

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edited Jan 29, 2018 4:18AM in Communication Channels 10 comments

Content

I'm trying to configure chat routing based on the contact's organisation relationship. In the chat rules I have an 'if' condition that says "if Contact.Organisation equals [relevant organisation ID]" but despite having an agent logged in to service the appropriate queue, no chats are offered. Can anyone give me any guidance here?

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Service Cloud

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