Skip Navigation
Expand
Routing chats launched using Syndicated ProactiveChat widget
Answer ID 8874   |   Last Review Date 11/18/2018

How does routing work for chats launched using the Syndicated Proactive Chat widget?

Environment:

Proactive Chat Widget
Oracle Service Cloud

Resolution:

The syndicated proactive chat widget can be placed on external sites(other than Customer Portal) that are not hosted by Oracle.The out-of-the-box configuration is that chats launched from this syndicated widget will be placed in q_id 1 which is the 'Default Chat Queue'. However, within the widget's attributes you can define a product and category to route the chat session into an appropriate queue.

Bellow is a snippet of the attributes contained by the widget:

min_agents_avail: 0,
            p: "2",
            seconds: 5,
            instance_id: "spac_0",
            div_id: "myDiv",
            module: "ProactiveChat",
            type: 2

The highlighted attribute instructs the widget to set the product having an id of 2 for the incoming chat. You can select only one product or category in the attribute’s field, so if the product or category you want is a sub-level, you’ll need to enter the ID for the sub-product or sub-category instead of the ID for the parent level. In order to find the id of a product or category, just hover your mouse over it in the Products/Categories/Dispositions section.

Next, you will need to create a chat business rule that should state the following:

"IF
Incident.Product='prod_id_2'

THEN
Assign Chat Queue to 'prod2_queue'

For more information with regards to configuring the syndicated ProactiveChat widget please refer to the 'Configure the syndicated ProactiveChat widget' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

Available Languages for this Answer:

Notify Me
The page will refresh upon submission. Any pending input will be lost.