Create a matching rule for anonymous chat
Create one matching rule for each agent queue.
Before you begin
Role required: admin
About this task
A chat request is tied to a chat queue based on the selected issue type.
Procedure
Navigate to All > Routing and Assignment > Matching Rules.
Click New.
Enter a Name for the matching rule.
In the Table field, select Customer Interaction.
In the Conditions field, use the condition builder to create the following conditions.
| Field | Operator | Value |
|---|---|---|
| Channel | is | Chat |
| Category | is | Select one of the categories created for anonymous users to define an issue on the record producer: - Product Issue - Billing Issue - Order Issue |
- Click Submit.