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.
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.