We are using IBM Watson Web Chat integration with Zendesk Chat and we would like to implement chat routing based on channel/webpage from where the chat communication is requested (We have two websites).
We tried both - department and skill based routing, but without success. The main issue is: we would like to route those only to people in the concrete department or skill-set.
If nobody is online from the requested department or skill-set, the chat should be unanswered and not assigned to another agent from another department or skill-set.
We would like to know if it is possible to do it or get hints where our configuration might be wrong.