Agent Chat Bot - Help

[MR1]

Hi All, 

With the configuration of the Agent chat bot, I need assistance and suggestions.

For example,

There are two groups: Group B is from New York, while Group A is from California.

If somebody using the "Agent Chat Bot" from New York tries to connect to the agent. The chat should then be forwarded to the Service Desk user from the New York group based on the user's location.

In a similar vein, if a user from California tries to connect to the Agent Chat bot, the chat should be forwarded to a California-based service desk agent rather than a New York-one based on the user's location.

Thanks

[Niklas Peterson · Accepted solution]

Hi,

I think this could be achieved with Advanced Work Assignment and skills. Here is an example on how to configure it for a language but the logic could be adapted for location instead.

https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/advanced-work-assignment...

Regards,
Niklas

[MR1]

Thanks for your response!

I tried the above configuration but It didn't help me yet.

[Niklas Peterson]

Hi,

OK, how did you set it up?

Regards,
Niklas