Transfer Apple Messages for Business chat conversations to live agents

Configure the Advanced Work Assignment application to transfer a Apple Messages for Business chat conversation initiated by a requester to a live agent.

Before you begin

Your administrator must have completed the following tasks:

• Activate Advanced Work Assignment.
• Set the application scope to Conversational Integration with Apple Messages for Business using the application picker. For more information, see Application picker.
• Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see Activate Conversational Messaging.

Role required: admin

About this task

Figure 1. Messaging with a virtual agent

Figure 2. Messaging with a live agent

Procedure

1. Enable the Apple Messages for Business service channel.
   1. Navigate to Advanced Work Assignment > Settings > Service Channels.
   2. In the Name column of the Queues list, search for Apple Messages for Business.
   3. Select Apple Messages for Business.
   4. On the Service Channel form, select the Active check box.
   5. Select Update.
   6. Add agents to the Agent Apple Messages for Business Queue.
   For more information, see Service channels.
2. Automatically route work items for Apple Messages for Business chat conversations to agents by configuring the queue for the Apple Messages for Business service channel.
   1. Navigate to Advanced Work Assignment > Settings > Queues.
   2. In the Name column of the Queues list, search for Apple Messages for Business Queue.
   3. Select Agent Apple Messages for Business Queue.
   4. On the Queue form, select the Active check box.
   5. Select Update.
   Note:

   By default, the Apple Messages for Business - Most Capacity assignment rule is associated with the Agent Apple Messages for Business Queue. You can create another assignment rule and associate it with the queue. For more information, see Configure agent assignment rules and Work item queues.
3. Configure agent presence states for the Apple Messages for Business service channel.
   1. Navigate to Advanced Work Assignment > Settings > Presence States.
   2. In the Name column of the Presence States list, select an existing state.
   3. In the Apply to groups section of the Presence State form, select the add icon > to move the Agent Apple Messages for Business Group group from the Available column to the Selected column.
      Note:

      You can ignore this step if you have selected the Apply to all groups check box.
   4. Select Update.
   For more information, see Configure agent presence states.