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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.

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


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.

This page was last edited on June 5, 2015, at 12:43.
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