How to make assignmnet group default when an interaction is created via virtual agent

[NikithaRedD]

Hi Community,

How to make ABC group has a default assignment group when an interaction is created through virtual agent. At present I can see interaction by default is assigned to 'Virtual Agent' user. Is there any configuration to make default assignment group to ABC group when interaction is created from virtual agent.

Thanks,

Nikitha

[Chris D]

Are you saying you want the Virtual Agent(-only) chat interactions to be assigned to a group (in addition to Assigned To = Virtual Agent)? Or are you saying you want a Live Agent chat interaction to be assigned to a group when it's assigned to human?

If the former, just do a business rule - your question almost seems too easy...? If the latter, you should be using Advanced Work Assignment which sets the Assignment Group based on the queue.

[NikithaRedD]

Hi @Chris D ,

This is for the Virtual Agent(-only) chat interactions to be assigned to a group irrespective of the assigned to field. I have tried creating a business rule, but it doesn't seem to work. Please find the attachment here.