Genesys Cloud - Main

Hi all

We would like to setup our Messenger using a single queue with 2 Skills - Customer Service and Sales.

Could be instances where agents would need to transfer the customer to the other Skill.

For inbound calls, we have created "dummy DDIs" through External Contacts which routes to a "Internal Flow" that has queue / skilled mapped.

Is there something similar we can do for Messenger to allow Skill based internal transfers?

Only other option i can see is to create 2 Queues.

Hello Dan, 

Yes you can set up skill-based routing and transfer for messenger without creating multiple queues. 

Create a single queue, assign both customer service and sales skills to this queue then assign the appropriate skills to your agents based on roles. 

For internal transfers you have a couple of options. 

option 1 - using architect flow

Create an internal transfer flow similar to your voice set up. 

use the transfer to ACD action your flow

in the transfer action specify the same queue, add specific ACD skills requirements for the transfer, set priority if needed, configure preferred agents if required. 

option 2 - direct agent transfer

Agents can transfer directly to other agents who have required skill

This can be done through the standard transfer interface in their workspace. 

Hope this helps!

Hi all

We would like to setup our Messenger using a single queue with 2 Skills - Customer Service and Sales.

Could be instances where agents would need to transfer the customer to the other Skill.

For inbound calls, we have created "dummy DDIs" through External Contacts which routes to a "Internal Flow" that has queue / skilled mapped.

Is there something similar we can do for Messenger to allow Skill based internal transfers?

Only other option i can see is to create 2 Queues.