Route chats to a team (PureConnect)

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This topic is part of the manual Altocloud Administrator's Guide for version Current of Altocloud.

Configure which PureConnect team receives chats when customers respond to proactive chat offers from Altocloud.

Configure routing

1

  1. Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue.
  2. To ensure that Altocloud presents the chat only if agents are available to engage with the customer, turn on the Team Availability button.
Important
  • If you do not select a team, Altocloud sends all chats from this action map to a default or general queue for your team.
  • If you do not turn on the Team Availability button, Altocloud sends the chat to the team regardless of whether an agent in the team is available or not.