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Triggers based on agent status

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Melissa

Publication le 27 août 2024

How to apply triggers based on agent status. For example, agents offline assign the ticket to a group and place it on hold. If agents are online, assign tickets to the agent. We currently use omnichannel routing. We tried to set this up using triggers and a third-party app but were unsuccessful. Any help or advice on this would be greatly appreciated. 

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