June 1, 2021

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:
        

 

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