Routing chat based on user's country location.

vps · ‎10-08-2020

My client wants to route chat to different chat queues based on the country location of the user.

Any Idea. how to do it?

Thanks!

Muralidharan BS · ‎10-08-2020

Hi There,

Within the topic you can configure the queues for the live agent transfer. You can validate the location of user and connect to live agent.

example script [working - tested]

var location = vaInputs.user.location.getDisplayValue();

if(location == 'India'){
    vaVars.LiveAgent_queue = 'f4d701b1b3900300f7d1a13816a8dc8e';
    gs.info('India location')
    vaSystem.connectToAgent();
}

Thanks

View solution in original post

Mark Roethof · ‎10-08-2020

Hi there,

Within the Service Portal Agent Chat Configuration, in the script field you could just do a GlideRecord query etc, to retrieve the country of the user. Just using if conditions or a switch, you could then script which queue it concerns with live_agent_queue.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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