Create Chat Routing Rules

To route chats to your agents, you must define some routing rules so chat requests are offered to an agent who's skills best match the question or issue.

1. From Setup and Maintenance, click the Tasks icon, and select the Search link.
2. Search for and select Manage Service Assignment Rules.
3. From the Category drop-down list, select Generic Queuing Rules
   Note: If you're using Help Desk or Internal Service Request, select that generic category rule.
4. Click the Add Row icon (+) to create a new Rule Set.
5. Enter a name for your rule set along with a description. For example, Chat Support to Agent.
6. Click Save.
7. In the Rules section, click the Create(+) icon.
8. Add a rule name and a description. For example, Chat Queue Rule.
9. In the Conditions section, click the Add Row (+) icon.
10. Click the Object drop-down list and select Any.
11. Click the Attribute drop-down list, and select the value that you'll use to route a chat to an agent. For example, Product, Category, and so on).
12. Click the Operator drop-down list and select Equals.
13. In the Value column, click the Search icon and enter of select a matching value for the attribute you created.
    Note: you can add more conditions to your rule, but remember to keep your rule unique. If your rules aren't unique, you might have unexpected chat assignments.
14. In the Action: Assign Queue section, click the Select and Add (+) icon and do the following:
    1. In the Select and Add dialog box, click the Attribute drop-down list and select Name.
    2. In the Search field, enter the name of the queue that you want to route your chats to.
    3. Click Done.
15. Click Save and Close.
16. Click Save and Publish.

    You'll get a message that the update job is queued. Use the Refresh button to track progress until your rule has been published.

17. Click Save and Close.