Can we redirect customer query to concern LIVE AGENT group or person?

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1

Can we group LIVE AGENT to redirect customer query to concern team?

1st question: Can we redirect to concern team?
Say for example, there are groups like India, UAE, USA in which LIVE AGENT added. If customer from India send query, then LIVE AGENT from India group should receive message and chat.

2nd question: Can we redirect to concern person?
Say for example, if a customer is sending a message, then based on the mapping, only the concern agent should receive and chat with them. Is this possible?

2

@senthil.vasan

Yes definitely
In the raise ticket node, you can select Department, which indicates the group you’d like to direct a specific user to.

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Now logically, before the raise ticket node, you can check which country the user is from and direct them to the corresponding region.
If there are 4 groups to redirect to, that would imply, 4 raise ticket nodes — one for each region.

3

Got it, we can redirect a customer to specific group.
But can we redirect a customer to specific LIVE AGENT?

4

No we cannot.
Workaround would be to add that specific agent to a group where they are the only member and then direct them that way.

5

Hey @senthil.vasan ,

It is now possible to redirect incoming customers to their corresponding live agents [based on a predefined mapping] without any manual workarounds, through this - Sticky agent assignment.

I believe this solves your question #2. Pls try this out and let us know if you are facing any issues!

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