configuring Chat interface(CSM)

[Rudranarayan P2]

When a customer starts a conversation(chat), system searches for available agents and routes them to one. Currently this is how it is working. It uses AWA based on availability, capacity and skill. 

Can we add an option field/choice field to the chat interface so that when the customer tries to start a conversation, the field with options will be visible? Then the customer will choose one option and based on the selection the chat will be routed to a particular Queue/group and then awa will assign the ticket to one agent from that group.

Can this be done? Is there any other option (ooo) for this requirement? please suggest.

[sandeepdutt]

Hi @Rudranarayan P2 ,

Unfortunately NO, As the best thing is to answer the Queries via VA using the promoted topics and other Topics. OOTB you don't have anything which will let the user select it's queue.

However, you can Try Using Agent Affinity.

[lauri457]

You can check how it is done in the demo data. There are pre-chat surveys for csm and csp portals. If you are licensed for VA you can also edit the greeting topic to have a question before calling the live agent topic block.

How you configure it is you store the information about the issue given in the pre-chat/greeting topic in the context of the interaction which you can then reference in the AWA queue condition.