chat queue routing

abhinav_khanna · ‎07-14-2014

Hi all,

On the ess portal I want to give a custom link on the page which when clicked opens up the "chat" dialog box and the chat is routed to the correct assignment group based on the users country.
Any idea how to achieve that. I can not hard code the sys_id in the chatqueue function. I want something dynamic which pops up the end user chat on Click.

Regards
Abhinav Khanna

TrevorK · ‎07-15-2014

My initial thought would be that you want to create an "inbetween" piece that either accepts their country as input or takes one from their profile. This piece then redirects to the appropriate Chat Queue based on the result.

While I am not a CMS expert, my thoughts are that a simple way to do this would be through a dynamic content block. The user would enter their country (defaults to their profile country maybe?) and click Chat. The code in the background would then determine the appropriate Chat Queue to send it to and then just redirect to the chat queue link.

We only have one Chat Queue, and we fire it through our dynamic content block in this fashion:

CustomEvent.fire(LiveEvents.LIVE_EVENT, LiveEvents.LIVE_WINDOW_JOIN_QUEUE_QUERY, 'CHAT_QUEUE_SYS_ID','CHAT_QUEUE_NAME');

I see no reason why there could not just be a little logic before to determine which Chat Queue to fire into.

On the surface, this does not seem too challenging to develop from a technical point of view, however what will be challenging is the UI/UX around this feature.

I am sorry I do not have the code developed for this, as we only use the one Chat Queue but I hope this helps. If you need anything else please post back.

View solution in original post

Hanusha2 · ‎01-31-2019

Hi Kranthi,

In order to get languages in location field drop-down, plugin: I18N: Internationalization is to be activated.Upon activation different language plugins will be available. Based on your requirement you can activate the plugins.

please refer: https://docs.servicenow.com/bundle/london-platform-administration/page/administer/localization/task/t_ActivateALanguage.html

banu patan · ‎04-19-2021

Hi All,

Its a great thread!!!!!

Im new to ServiceNow and still learning how things work in ServiceNow.

Well I have a similar scenario with different requirement. I want to reroute the chat queue to different assignment group based on sensitive information provided in the chat. If the chat contains information like DOB, Password etc,. it has to be rerouted to other assignment group to make it more secure. Currently all the chat queue is being assigned to ServieDesk group.

Any help will be much appreciated,

Cheers, Banu