Create a matching rule for anonymous chat

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 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.
    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.