Chat Routing
Im trying to route chats based on country code ie. GB which would be presented to agents with the skill set GB. However I need to separate out specific requesters by domain to go to a different department. Has anyone successfully done this?
It would be similar with chats from Switzerland. I need to send ie French requests to the French team, German to the German team and Italian to the Italian team.
How do the triggers need to look to make this possible?
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Hi Stuart,
I'm thinking that you can use the Chat API addtags, to tag customers with a specific domain and then use the tags as condition for your triggers to route them to the specific department. However, the easiest option is for you to enable Agent Workspace. Then add those users to a specific organization and then create a Support trigger that will route the newly created ticket to the corresponding department based on the org they have.
Maybe there's some other recommendation from other users using the Standard interface.
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