Multiple Live Agent Chat routes

[John Green2]

We need to create a custom app that will accommodate multiple service portals, each portal having its own live agent chat. Each chat needs to be handled by a specific group of agents. So, for example, an end user starting a chat within portal 'A' needs to be routed to chat agent group 'X'; an end user starting a chat within portal 'B' needs to be routed to chat agent group 'Y', etc. We have already set up live agent chat in an ITSM context, via the 'sp' service portal, but it isn't obvious how we can separately route chat conversations from multiple portals. Would be grateful for any advice.

We do not have Virtual Agent at this point.

Thanks for reading,

JG

[Matt102 · Accepted solution]

John,

In short Chat Work Item Queues.

The chat Service Channel funnels all chats into Work Item Queues. Work Item Queues will send to defined agent groups and can be configured, via Routing Conditions, to only send chats matching certain criteria. A good starting place is the ServiceNow documentation:
- Create a work item queue
- Tutorial: Route interactions by context

A good overview of Service Channels, Chat and Queues is provided by ServiceNow in their on demand course 'Advanced Work Assignment'

HTH,

Matt