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Kyriacos Live Chat Direct Routing to an agent
Currently when a customer clicks on a link to start a chat they are directed to a button ID which is then directed to agents listed in the skill group.
Also when a customer signs into a website we capture their user id and pass this information back to salesforce to auto find their account record for the agent to talk with the customer.
What we would like to do is that when a customer signs into the website and starts a live chat they are directed to an agent which is not in the skill group but assigned to their account which is being shown in a custom field.
I know this is not possible through standard development but I would like to know if this can be achived by apex code?
Also when a customer signs into a website we capture their user id and pass this information back to salesforce to auto find their account record for the agent to talk with the customer.
What we would like to do is that when a customer signs into the website and starts a live chat they are directed to an agent which is not in the skill group but assigned to their account which is being shown in a custom field.
I know this is not possible through standard development but I would like to know if this can be achived by apex code?