OK I am hoping this is possible but need some insight on those of you who are smarter than myself :) I have a use case that a client wants to have two agents that sit on their website. One agent that is active during business hours- and One agent that is active after hours. The purpose is to have the agent during business hours to be able to route chats to team members who are avaliable to chat with- and after hours only creating cases for the team to handle the next day. I know that service channels can have Business hours associated with the chats- however I am not sure if I need to make two separate channels and do they need to expose two chat windows on their website? OR can the once chat window handle both codes usually? Overall- has anyone done this before or handled a use case this way?
Thank you Manimaran Gunasekaran (Keneland)
!This is so helpful-
I think I am following- So I could use just the one agent- IF I have the "escalation" topic- Just adding instructions to check business hours? Please see attached reference to escalation and the flow-
Or do I need to add an action before routing to check the hours-
