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route ticket based on chat bot answers

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Abdelhameed Khaled

Publicado 17 de set. de 2023

We need to route tickets based on choice of customers when they are in a conversation with chat bot . this will make a great effect to the bot experience and will make it easier for routing tickets to the right agent or group .

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    Lisa Tam

    Zendesk Product Manager

    Hi Abdelhameed. It's possible to achieve this use case by following these two steps

    1. Add tags to the ticket when the end user is transferred to an agent. For details on how to do this see this article Transfer to Agent step. 
    2. Build routing rules using Triggers to route to the appropriate person/group based on the tag value on the ticket. For more information on Triggers, you can refer to this article.  

    Let me know if you have any issues with this. 

    Thanks

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