Tutorial: Route interactions by context

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how you can configure Advanced Work Assignment to route conversations to agents according to the context of the conversation.

    Activate the Customer Service Management Demo Data (com.snc.customerservice.demo) plugin.

    A basic understanding of context variables is required. For more information on context variables, see Virtual Agent scripts.

    The What can we help you with? record producer is available by default with the Customer Service Management Demo Data (com.snc.customerservice.demo) plugin. In the record producer, chat requesters can specify one of three issue categories that they need help with:
    • Product
    • Billing
    • Order

    Whichever category they select passes a value through the liveagent_csp_category context variable. Learn how to create queues that route conversations to agents according to the values passed through this context variable.