Create a matching rule for anonymous chat

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Create one matching rule for each agent queue.

    Vorbereitungen

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    A chat request is tied to a chat queue based on the selected issue type.

    Prozedur

    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.
      Tabelle : 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.