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Advanced routing and chat queues
Answer ID 9533   |   Last Review Date 01/04/2019

Does advanced routing (SIH) alter the chat queue associated with a chat?


Chat, Advanced Routing, Smart Interaction Hub (SIH)


Chat business rules are used to route chats to designated chat queues.  Advanced Routing is not involved in selecting the queue.  Advanced Routing only gets involved once a chat has been routed to a chat queue designated as an Advanced Routing chat queue. It then assigns the chat to a qualified agent (who is associated with a profile for this queue and has the product skill to handle the chat).


For more specifics on  how chats are routed to agents when using Advanced Routing, view Answer ID 9531: How are chats routed to agents when using Advanced Routing?

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