How to route queued items to departments by Urgency
As part of your routing strategy, Urgency determines which queued chats will be assigned first.
Urgency can be applied in two ways:
- At the department level as part of Automatic Distribution (AD)
- At the chat level as part of the Chat Rules Engine (this prevails over department-level urgency)
Here is how to set Urgency for a department.
To set urgency at the chat level, refer to the instructions for managing chats according to rules: Invite customers to chat according to rules (Invitation Rule Sets).