Create a matching rule for anonymous chat

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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

    1. Navigate to All > Routing and Assignment > Matching Rules.
    2. Click New.
    3. Enter a Name for the matching rule.
    4. In the Table field, select Customer Interaction.
    5. In the Conditions field, use the condition builder to create the following conditions.
      Table 1. Create conditions with condition builder
      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
    6. Click Submit.