How do I add required skills to chat?

[Community Alums]

Hi all,

I'm working on setting up advanced work assignments to route chat to an agent based on skill. I set up the agent assignment rules to enforce mandatory skills but I'm not sure how to update the "How can I help you?" record producer for a user to select a drop down of different skills and have the chat route to a user in the assignment group with the skill that was selected in the record producer. Any ideas?

[Prithvi Y · Accepted solution]

While initiating chat, pass the required skills through chat context variables LiveAgent_mandatory_skills (for mandatory skills) or LiveAgent_optional_skills (for optional skills)

You can see the list of supported context variables and add additional context variables by navigating to Collaboration > Chat Setup

[Jerome11]

Hello Prithvi,

When populating LiveAgent_mandatory_skills variable with multiple skills, are the values populated as a comma separated string?

Thanks

[Arjun2]

Hey Jerome,

Were you able to find the answer?

@Prithvi Y 

I used LiveAgent_mandatory_skills, LiveAgent_optional_skills and it associated skills with the interaction.

I believe this is happening via Update m2m skills by interaction context - BR. I don't see Skill determination coming into picture in this scenario.

Do I have to use Skill determination rule to update skills to Interaction based on User's response in VA?

What's the significance or difference between Skill Determination rule vs this BR while updating skills to interaction records based on user response in VA?