Virtual Agent Routing to Different Queues Based on Portal

[George_1]

To route Virtual Agent conversations to different live agent queues based on the portal:

Steps

1. Create separate AWA Queues (awa_queue) for each portal.
2. Open the queue record and set Condition Mode to Simple.
3. Add the portal condition:

   Context.portal IS 'SP'
   

4. Configure similar conditions for other queues by replacing the portal value with the corresponding portal name.
5. Save the queue configuration and test the routing.

[George_1 · Accepted solution]

Steps

1. Create separate AWA Queues (awa_queue) for each portal.
2. Open the queue record and set Condition Mode to Simple.
3. Add the portal condition:

   Context.portal IS 'SP'
   

4. Configure similar conditions for other queues by replacing the portal value with the corresponding portal name.
5. Save the queue configuration and test the routing.