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Abdelhameed
Abdelhameed
September 17, 2023
Question

route ticket based on chat bot answers

  • September 17, 2023
  • 1 reply
  • 22 views

We need to route tickets based on choice of customers when they are in a conversation with chat bot . this will make a great effect to the bot experience and will make it easier for routing tickets to the right agent or group .

      1 reply

      Lisa Tam
      Lisa TamProduct Manager
      Product Manager
      September 19, 2023

      Hi Abdelhameed. It's possible to achieve this use case by following these two steps

      1. Add tags to the ticket when the end user is transferred to an agent. For details on how to do this see this article Transfer to Agent step. 
      2. Build routing rules using Triggers to route to the appropriate person/group based on the tag value on the ticket. For more information on Triggers, you can refer to this article.  

      Let me know if you have any issues with this. 

      Thanks

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