I am trying to route a chat message based of the message that is being sent to a certain department (there are 3 departments). I do not want to use the choose department option on the pre-chat form as our department layout is a bit weird so may cause a guest to go to the wrong department. I have tried to use triggers, using the following example: Instead of being sent to the Guest Services department, it is sent to them all so any department can start the chat. I have also tried this used the skills based routing but didn't have any luck as the tags are held on the visitor and are not removed after a chat has ended (we will have a visitor contact us more than once about different issues).
I am now trying to write this trigger using the API, however it seems you cannot 'get' the message to perform a search on it. Or is there a way to get the message through the API.
Please sign in to leave a comment.