Route chats to a team (PureEngage)
Configure which PureEngage team receives chats when customers respond to proactive chat offers from Altocloud.
Configure routing for PureEngage Premises
Prerequisite: To ensure that Altocloud routes chats to the team only when there is an agent available to receive the chat, the Agent Pacing Service must be deployed for your organization. For more information, see About the Agent Pacing Service Deployment Guide.
- 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.
- If you do not select a team, Altocloud sends all chats from this action map to a default or general queue for your team.