Route chats to a team (PureConnect)
From Genesys Documentation
Configure which PureConnect team receives chats when customers respond to proactive chat offers from Altocloud.
- 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.
- To ensure that Altocloud presents the chat only if agents are available to engage with the customer, turn on the Team Availability button.
- 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.