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Chat Routing Based on Content of Customer Request

  • 1.  Chat Routing Based on Content of Customer Request

    Top 25 Contributor
    Posted 12 days ago
    Hello,

    I am trying to figure out a way to route chat interactions based on the content of customer request.

    When requesting to chat with us, customers can enter 2 inputs: Name and Request.

    The goal is to route the chat interaction based on the content of the Request.
    For example, if the request contains the word "cancellation", the interaction would be routed to a selected pool of agents, or assigned to a defined call data action.

    Is that something possible? If yes, how would I go about it?
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Louis D.
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  • 2.  RE: Chat Routing Based on Content of Customer Request

    Top 25 Contributor
    Posted 11 days ago
    Yes, fairly standard.  You'll want to get the participant data that was set by the Chat widget, which in your case should be context.Request, and put that into a string variable.  Then you can use that variable to do whatever you want after using one or more string functions.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Chat Routing Based on Content of Customer Request

    Top 25 Contributor
    Posted 9 days ago
    Hi Vaun,

    Thank you for this.

    I did this:
    Attribute = context.Request -> Value to assign = State.PreChatMessage

    Another question:
    We have an Update Data before the decision. If I want to add another Update Data after the Decision, shall I add all the attributes or only the one I want to update?
    In step 179, I only added State.Skill in the Update Data. Would that work or shall I add the attributes of the step 29 as well?


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    Louis D.
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