How to route Chats to different Skills with one Routing Configuration in Salesforce?

1.  Enable Skills-Based Routing under Omni-Channel Settings.


2. Create a Custom Field in Chat Transcript object. I have created Skill__c(Picklist field) to route chats based on the Skill selection.


3. Create a Pre-Chat Visualforce page to capture Custom Field(Skill__c) from the Pre-Chat Form.
Sample Pre-Chat Visualforce Page Code:
<apex:page showHeader="false" standardStylesheets="false" sidebar="false" title="Pre-Chat Form" cache="false">
    <!-- form id should be used in getElementById() -->
    <script type="text/javascript">
        (function() {
            function handlePageLoad() {
                var endpointMatcher = new RegExp("[\\?\\&]endpoint=([^&#]*)");
                document.getElementById('prechatForm').setAttribute('action',
                        decodeURIComponent(endpointMatcher.exec(document.location.search)[1]));
            }
            if (window.addEventListener) {
                window.addEventListener('load', handlePageLoad, false);
            } else {
                window.attachEvent('onload', handlePageLoad, false);
            }
        })();
    </script>

    <form method='post' id='prechatForm'>
        <table cellspacing="5" cellpadding="5">
            <tr>
                <td>First Name</td>
                <td><input type='text' name='liveagent.prechat:ContactFirstName' /></td>
            </tr>
            <tr>
                <td>Last Name</td>
                <td><input type='text' name='liveagent.prechat:ContactLastName' /></td>
            </tr>
            <tr>
                <td>Email</td>
                <td><input type='text' name='liveagent.prechat:ContactEmail' /></td>
            </tr>
            <tr>
                <td>Skill</td>
                <td>
                    <select name="liveagent.prechat:ChatSkill">
                        <option value="">--None--</option>
                        <option value="Sales">Sales</option>
                        <option value="Service">Service</option>
                    </select>

                </td>
            </tr>
            <tr>
                <td>Subject</td>
                <td><input type='text' name='liveagent.prechat:CaseSubject' /></td>
            </tr>
        </table>
        <!-- Contact creation Start -->
        <input type="hidden" name="liveagent.prechat.findorcreate.map:Contact" value="FirstName,ContactFirstName;LastName,ContactLastName;Email,ContactEmail" />
        <input type="hidden" name="liveagent.prechat.findorcreate.map.doFind:Contact" value="FirstName,true;LastName,true;Email,true" />
        <input type="hidden" name="liveagent.prechat.findorcreate.map.isExactMatch:Contact" value="FirstName,true;LastName,true;Email,true" />
        <!-- Contact creation End -->
        <!-- Case creation Start -->
        <!-- Setting Case Status and Origin -->
        <input type="hidden" name="liveagent.prechat:CaseStatus" value="New" /><br />
        <input type="hidden" name="liveagent.prechat:CaseOrigin" value="Chat" /><br />
        <input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Subject,CaseSubject;Status,CaseStatus;Origin,CaseOrigin" />
        <input type="hidden" name="liveagent.prechat.findorcreate.map.doCreate:Case" value="Subject,true;Status,true;Origin,true" />
        <!-- Case creation End -->
        <!-- Linking Contact and Case to the Chat Transcript -->
        <input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Contact" value="ContactId" />
        <input type="hidden" name="liveagent.prechat.findorcreate.saveToTranscript:Case" value="CaseId" />
        <!-- Saving Skill value to the Chat Transcript -->
        <input type="hidden" name="liveagent.prechat.save:ChatSkill" value="Skill__c" />
        <!-- Showing the Contact and Case when the Chat loads automatically in a subtab in the Salesforce console -->
        <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Contact" value="true" />
        <input type="hidden" name="liveagent.prechat.findorcreate.showOnCreate:Case" value="true" />
        <!-- Linking Case to the Contact -->
        <input type="hidden" name="liveagent.prechat.findorcreate.linkToEntity:Contact" value="Case,ContactId" />
        <input type="submit" value="Submit"/>
    </form>
</apex:page>       
 
4. Create Skills under Salesforce Setup.
 
5. Create a Routing Configuration. Make sure "Use with Skills-Based Routing Rules" is enabled.
 
6. Create a Queue for Skill Based Routing Configuration created in Step 5.

 
7. Create a Chat Button for Skill Based Routing.
 

8. Create a new Skills-Based Routing Rule for Chat Transcript object. Select the Skill(Custom Picklist Field) for routing.



Output:
        

 

1 comment:

  1. Thank You So Much! This post helped alot.
    For anyone who is working on Chat with Embedded Service you can use below code to map the Skill in prechat form to the Chat Transcript object.

    embedded_svc.settings.extraPrechatFormDetails = [{
    "label": "Skill",
    "value": "Sales",
    "displayToAgent": true,
    "transcriptFields": ["Skill__c"]
    }];

    ReplyDelete