In my service cloud org, I have configured omnichannel to route live chats to the correct people, using skills-based routing and assigned via service resourcing. We have two locations, Mauritius and UK, and 90% of our chats should route to the Mauritius location, with the remainder routing to our UK staff. I have previously been told about Omni Channel Flows to route a chat to the correct staff/location, rather than using skill-based routing. Does anyone have knowledge of this and how it can be achieved?
I've been looking for a trailhead to work on but it doesn't seem that obvious to find #Omni Channel #Live Chat #Understand Skills-Based Routing #Flow #Flows
@Paul Fores - It's been a while since I looked into it too carefully, but when we implemented Chat w/ Omni-Channel routing, the support for skills-based routing was pretty poor. The only option we found for switching required skills based on pre-chat form selections was to use Direct-to-Button routing in the chat deployment (See link below). There are a couple of significant downsides to this approach specifically: you will need to define a button in Salesforce for each set of skills you want to target, and the status of the button in your deployment is based exclusively on the availability of agents assigned to the default button.
