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Nico Wrenn Live Agent chat routing based on picklist in pre-chat form
I'm trying to accomplish something that I thought would be relatively simple. I want to route incoming chats based on a picklist field in our pre-chat form. I want users to choose what product area their question is about and route the chats to the queue for that product area. For example, in our web-to-case form, people can choose from a "Category" picklist and their case will be routed to the right queue based on that. How can I set up Live Agent to route chats this way?