Routing Chats Transferred From Other Departments

For every department you need to configure a queue, to which all the chats transferred from other departments get routed. A department can have only one queue as the default chat transfer queue.

The first queue you create in the department, other than the pre-defined exception queue, automatically gets selected as the default chat transfer queue. You can set any queue as the default chat transfer queue.

To select a queue for routing chats transferred from other departments:
  1. From the Navigation menu, browse to Business Rules > Queues.
  2. On the List page, select a queue.
  3. On the Properties page, on the Chat tab, locate the Default chat transfer queue field and select Yes. All the chats transferred from other departments get routed to this queue. If a department already has a queue configured for routing chats transferred from other departments, then a message appears, asking to confirm that you want to change the default queue.

    Video chat must be enabled for the default chat transfer queue in order for video chats from other departments to be transferred to this department.

  4. Click the Save button. Once you save a queue, the Default chat transfer queue option becomes disabled. If you need to change the default queue, you can select another queue as default and this queue gets de-selected automatically.

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