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Sasidharan Arumugam 15 Custom chat routing
We have below requirement for live agent.
1. We have two sets of live agents, based on skill/queue/button.
2. The initial chat should be routed to first set of users from skill/queue/button.
3. When the initial routed chat was not acknowledged by first set of users, the chat should be routed automatically to the second set of users.
4. Also, if routed chat was not acknowledged by second set of users, the chat should be routed automatically to the first set of users.
We have tried to route the chat from first set of users to another using Mulesoft, but we do not have any method which provides the data (when all agents in a button is on their full capacity) for triggering chat routing.
Please Note:- 1. In our project, Salesforce organization is linked to .net mobile application (where chats initiation happens) via Mulesoft as the middleware.
2. We are not using “Omni Channel” for routing, reason behind it won’t help for live agent(https://help.salesforce.com/articleView?id=000320725&language=en_US&type=1&mode=1).
Please provide your thoughts on possible solution design.
1. We have two sets of live agents, based on skill/queue/button.
2. The initial chat should be routed to first set of users from skill/queue/button.
3. When the initial routed chat was not acknowledged by first set of users, the chat should be routed automatically to the second set of users.
4. Also, if routed chat was not acknowledged by second set of users, the chat should be routed automatically to the first set of users.
We have tried to route the chat from first set of users to another using Mulesoft, but we do not have any method which provides the data (when all agents in a button is on their full capacity) for triggering chat routing.
Please Note:- 1. In our project, Salesforce organization is linked to .net mobile application (where chats initiation happens) via Mulesoft as the middleware.
2. We are not using “Omni Channel” for routing, reason behind it won’t help for live agent(https://help.salesforce.com/articleView?id=000320725&language=en_US&type=1&mode=1).
Please provide your thoughts on possible solution design.