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    Byron Call
    Chat Rules How to modifyAnswered
    Topic posted November 8, 2018 by Byron Call, tagged Chat 
    90 Views, 2 Comments
    Title:
    Chat Rules How to modify
    Summary:
    How to modify our Chat Rules so we receive only internal chats
    Content:

    How do we change chat rules in Service Cloud so that only internal users can submit a chat to our group and not allow external (public) chat requests to go into our queue.  We work as a internal support group and have a internal webpage for submitting incidents and chats.  We are getting chats from external (public) customers that should not be being routed to our group and our chat, those chats should be going to a separate group that works specifically with the public. 

    I have looked at the Chat - Queue routing rules and cannot determine where the change needs to be made (new to oracle).  Is the rule made on our "Incident Rule" page or is it made on another page or the page for the public group?

    Version:
    18B

    Best Comment

    Carl Elliott

    That would be in the chat rules, not incident rules.   

    You need a condition to check to be able to route it to the correct queue.  If those are different interfaces you can check the interface.

    A better option is to have your CP/chat code set the chat queue ID when the chat is requested.  Then you wouldn't need a routing rule for it. 

    Comment

     

    • Sebastiaan Draaisma

      Good question! :-)

      I haven't had access to chat for a few years so I'm unable to give you an exact answer. Possible options could be:

      • Place the chat widget on a page not accessable for end users, maybe through a custom login or by using a syndicated chat widget on your intra net.
      • The use of an access level or SLA and route chats based on this
    • Carl Elliott

      That would be in the chat rules, not incident rules.   

      You need a condition to check to be able to route it to the correct queue.  If those are different interfaces you can check the interface.

      A better option is to have your CP/chat code set the chat queue ID when the chat is requested.  Then you wouldn't need a routing rule for it.