For Social Chats

The image below shows what you need for defining a required agent or several required agents for social chats.

1. Set up Chatlayer, Conversation API, and the third-party CRM system.

2. If you want that other Communication Panel agents can pick the social chat that has a required agent requirement, go to System Configurator > Queue Management > Queues > [chat queue] > Contact Management and enable the setting Allow Picking Chats from Preferred/Required Agents.

   
   
   

3. Define the required agent(s) and the waiting time in the request before it's sent to Sinch Contact Pro.