I think the only way you are going to be able to accomplish this is through handlers . You might want to stat with the customincominginteraction handler and with the Query Media Type, build a customization for the chat.
The 2 methods, I can see off the top of my head, is to parse the interaction ID for the subject and then build routing based up on that. Or the easier method might be when the subject is set have the workgroup assigned to the parameter Eic_CustomInfo, which can be passed from the website to I3. Then in your customization of the handler look for that parameter and set the workgroup.
Sorry i can't be more specific we only route to 1 workgroup so haven't really investigated routing to different ones.
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Scott Williams
Missouri Higher Education Loan Authority
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Original Message:
Sent: 02-09-2021 12:30
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list
Hi Mohammed,
In fact, my objective is to route the chat to completely different workgroups based on the subject that the customer has selected from the dropdown list, and I believe the skill-based routing will not help in the case, anyhow thank you for your input.
Regards,
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Hussein Alshamiri
Hadef Information Technology Co.
Original Message:
Sent: 02-08-2021 02:24
From: Mohammed Khaleel
Subject: Route chat based on subject selection from dropdown list
Hi Hussain,
You can use skill-based routing I believe.
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Mohammed
Original Message:
Sent: 02-07-2021 12:07
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list
Hi team,
We used to route chats to different workgroups (Queues) on PureCloud based on the customer selection from the dropdown list in the chat widgets, but in Pureconnect how do we achieve such thing ?
The subject field is the field we need to evaluate before routing
Thank you
#Routing(ACD/IVR)
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Hussein Alshamiri
Hadef Information Technology Co.
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