Use Skills-Based Routing to Route Chats in Live Agent (Beta)

Route Live Agent chats to agents who have the right skills to solve the customer’s issue. Omni-Channel gives you the flexibility to route chats in the ways that are best for your company. Route all chats by Omni-Channel skills-based routing. Or, route some chats by queues and others by skills. However, you can’t transfer chats that are routed by skills-based routing to another agent, queue, or skill.

Where: Omni-Channel is available in Lightning Experience and Salesforce Classic in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.

Live Agent is available in Lightning Experience and Salesforce Classic in:

Performance and Developer editions created after June 14, 2012
Unlimited Edition with Service Cloud
Enterprise and Unlimited editions for an additional cost

Note

As a beta feature, skills-based routing for Live Agent chats is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature. You can provide feedback and suggestions for skills-based routing for Live Agent chats in the IdeaExchange in the Trailblazer Community.

Who: Admins need the Customize Application permission to set up Omni-Channel.

How: Set up queue-based routing and skills-based routing in Omni-Channel. Then create a Live Agent deployment with a chat button with the routing type Omni-Channel Skills.