I'm aware of routing chats by agent skills / visitor tags. However, conditions for triggers don't include anything related chat tags or visitor notes. Conditions like the URL and user agent are not sufficient for us. I've noticed a condition for "Visitor Tag", but I believe this is the tag that can be added with a trigger or via the JS API which correlates to an agent skill. A "chat" tag is different from a "visitor" tag, correct?
Is there any way one can dynamically add something like chat tags or visitor notes using the Chat API (or otherwise) before the visitor loads the chat widget and have the chat routed to agents depending on what chat tags or visitor notes were included?
I envision this happening like so:
- Depending on certain criteria, we add a tag to the chat or a note to the visitor.
- Visitor clicks and opens the chat widget.
- Visitor is routed to an agent that can handle this type of visitor depending on the chat tag or visitor note. The second part of this routing makes sense by creating a trigger with an action that adds a tag that correlates to the agents' skill. However, the condition portion seems inadequate at this point in time, unless I'm not fully understanding this.
Any help on this would be great! Thank you!
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