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Tena Wolver 39
snap-in chat community route to different agents based on pre-chat form
How can I route the chat to different group of agents based on a value entered in the pre-chat form on a Napli community?
I have the snap in working and it does go to an agent but I don't see how I can route it. I see where you can enter the values that users can paste on a web page to dynamical change the button. I don't have that option in community.
I have the snap in working and it does go to an agent but I don't see how I can route it. I see where you can enter the values that users can paste on a web page to dynamical change the button. I don't have that option in community.
Is there any way to use the routing using vfp and snap-in? I have set up as per the developer guide. but seems routing in not working properly. Any help would be greatly appreciated.
I am also looking for the solution to route the chat based on pre-chat form. Did you find any solution?
embedded_svc.settings.directToButtonRouting = function(prechatFormData) {
if (prechatFormData[4].value === "xxx")
return "youbuttonid";
else if (prechatFormData[4].value === "yyyy")
return "youbuttonid";
else if (prechatFormData[4].value === "zzzz")
return "yourbuttonid";
};
prechatFormData is the array of the fields that you want to display. In the above example, I'm taking the 5th element of the pre-chat form. You can change accordingly.
Hope this helps you.
And I say it seems to be working because it says no agents available when I choose the product value that changes the button id. If I logout and leave those members of the queue logged in, the chat button (from snap ins) says contact us as if no one is online. if I log back in, it shows me online. I am the member of the queue related to the button that the snap in references initially.
so what am I missing here? how are you members/users setup?