Chat routing

Your Business Edition Premise system comes pre-configured with the tools and data needed for chat routing. The Business Edition Premise chat routing application delivers chat interactions to the AG_Voice_Sample Agent Group.

Important

You cannot install chat as a standalone application. Chat can only be activated if the email routing application is active.

Acknowledgements

The Chat application sends acknowledgements informing customers that:

• They are queuing.
• Their chat interaction has been delivered, along with the name of the receiving agent.

The AG_Voice_Sample Agent Group is a system-defined destination and cannot be changed. To configure a different destination for Chat interactions, you must modify the Chat strategy in Composer. For more information about configuring the chat strategy, refer to the Composer documentation.