Route Chats to Virtual Assistant

Create business rules to route chats to the virtual assistant queue and to escalate chats to an agent when certain conditions are met.

Before you start

You must configure a Virtual Assistant account, profile, and queue before routing chats to Virtual Assistant. See Create a Virtual Assistant Profile, Account, and Queue.

Here's what to do

1. Click Configuration on the navigation pane.
2. Expand Site Configuration, then double-click Rules.
3. Click Chat.
4. Click Edit to enter the edit mode.
5. Create an Initial State, if one doesn’t exist, and a state named VA_State.
   1. Right-click States.
   2. Select New State.
   3. Enter the name of the state (either Initial State or VA_State)in the State Name field.
   4. Select the Initial State check box if this is the Initial State.
   5. Click Save.
   The state appears in the Rules tree.
6. Right-click Initial State, then select New Rule.
   The Edit Chat Rule window opens.
7. Enter the name of the rule in the Rule Name field.
   For example, name the rule VA_Rule.
8. Click Add IF Condition Based On, then select the field, operator and value for the condition.
   For example, you may want to route all incidents of a specific type to the virtual assistant queue.
9. Click Add Action–Then to select the action that will be executed if the conditions are met.
   For example, create an Assign Chat Queue action to assign chats to the Virtual Assistant chat queue, and a Transition State and Stop with VA_State selected.
10. Click Save.
    The rule to route chats to the Virtual Assistant chat queue is saved.
11. Right-click VA_State, then select New Rule.
    The Edit Chat Rule window opens.
12. Enter the name of the rule in the Rule Name field.
    For example, name the rule Escalation.
13. Click Add IF Condition Based On, then select the same condition values you specified for the VA_Rule.
14. Click Add Action–Then to select the action that will be executed if the conditions are met.
    For example, create an Assign Chat Queue action to assign chats to the chat queue used to escalate to a live agent, and a Stop Processing Rules action.
15. Click Save.
    The rule to escalate chats to a chat queue used by a live agent is saved.