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How to direct active message to a specific queue

  • Updated

Index:

  1. How it works

How it works

In the bot flow, choose a box to define a context variable as an action to exit this box, we recommend that it be done in the box before transshipment, but it can be any box.

 

 

Select the option:Define variable

 

 

Variable name: attendanceQueueToRedirect

Value: its value is the name of the queue that we will force when creating the ticket, so we will disregard other overflow rules and the ticket will be created in this queue

Expiration: suggest define the expiration of this variable, by default it is reset when the ticket is closed but if for some reason the conversation does not reach overflow, the ticket will continue to exist.
So in another contact with the bot, if the customer needs to overflow, the ticket will fall into this queue (and it may not be desired to fall into this queue in a later conversation)

 

 

In short, it is necessary to define the "attendanceQueueToRedirect" context variable at some point before the transfer, and when it reaches the transfer stage, the ticket will be generated in the queue indicated in the variable.

 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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