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ConditionalChatLink - doesn't route properly. Ignores chat rules. — Cloud Customer Connect
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ConditionalChatLink - doesn't route properly. Ignores chat rules.

Accepted answer
edited Jul 3, 2018 11:02AM in Communication Channels 3 comments



We have chat rules in place to move chats to the correct profile. However, this doesn't happen as expected.

Instead, the chat_data parameter on the chat launch page has a q_id key with a value totally unconnected with the category being chosen. The category is what is used in the chat rules to move the chat to the right profile/agent.

How come the chat rules are being ignored? This was working fine a few months ago but has suddenly stopped.

ignore_preroute wasn't set previously and it was working fine - any reason for this? Do we need this to be true?

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