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Manish Anand 22 Route/Assign live agent chat conditionally to agent
When customer initiates a chat, it's routed to an agent based on the button and particular skills assigned , it creates a chat transcript as well as a case record. Case record is linked to the account.
Now what we want is, when a customer requests chat , if those customer/account's owner is part of a list of agents/user, then assign /route those chats to those users. Rest other chat still need to be routed based on the skill.
How can we assign live agent chat conditionally (based on account owner) to an agent?
Now what we want is, when a customer requests chat , if those customer/account's owner is part of a list of agents/user, then assign /route those chats to those users. Rest other chat still need to be routed based on the skill.
How can we assign live agent chat conditionally (based on account owner) to an agent?
Your query is answered in the below blogs,
https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/snapins_web_directtobutton_routing.htm
https://help.salesforce.com/articleView?id=live_agent_chat_routing_options.htm&type=5
https://developer.salesforce.com/forums/?id=9060G000000BeRdQAK
I hope you find the above solution helpful. If it does, please mark as Best Answer to help others too.
Thanks!
None of your link mentioned above answer my queries. I am looking for a way to route the chat to a specific user (not to a specific button) based on the certain condition.
Cheers!