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Live Agent custom routing mechanism
Dear All.
I am implenting live agent in our service cloud org. I have a requirement to route the incoming requests based on the Account Category.
For example -
- User enters his name & email id in pre-chat form. We will then identify if the Account exists in salesforce based on the Email id entered.
- If Account exists, we will find out if the category of account is preferred or not. If it is preferred account, then route to specific queue of agents, else route to regular queue.
Is this possible to achieve? If yes, can you please assist how? Thanks in advance.
Regards
Niket
I am implenting live agent in our service cloud org. I have a requirement to route the incoming requests based on the Account Category.
For example -
- User enters his name & email id in pre-chat form. We will then identify if the Account exists in salesforce based on the Email id entered.
- If Account exists, we will find out if the category of account is preferred or not. If it is preferred account, then route to specific queue of agents, else route to regular queue.
Is this possible to achieve? If yes, can you please assist how? Thanks in advance.
Regards
Niket