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I would like to use end-user device information in skill based routing rules and more
Posted May 01, 2024
As an admin I would like to have the option to configure agent skill based routing rules based on end-user device information for example based on device type or location.
In addition, I would like to have the option to see the device information data in ticket views
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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BAKO
+1 to this feature.
Having conditions for device or IP-based locational rules to triggers, routing rules or automations would create loads of opportunities to have more targeted, personalized support.
Currently, on the default web messenger widget and on the tickets from this channel, there's no way to utilize this information. It is just a piece of information for agents. However, i think the real potential both for conversational bots and automations is just there waiting.
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