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These instructions are for defining a routing rule for an installed router using name/value pairs. Live Assistant examines the information in the form fields of the Webchat client and uses these to route the chat request to the appropriate workgroup queue.
To define a routing rule:
In the Current
Routers list of the Workgroup Routers screen, click the Edit
button (
) for the desired router. The list expands to
display router properties.
In the Route to Queue field, select the queue to which you want this rule to apply.
In the Key to search for in metadata field, type the name of the form field on the Webchat client form that you want the router to pull information from. For example, if you want to pull information from the Question field, type "Question" into the field (without the quote marks).
In the Keywords to Search For Metadata Value field, type the value you want Live Assistant to use to route the request. For example, you could type in the name of a product so that if the Question field contains the name of a particular product, the chat request will be routed to the queue that handles questions regarding that product.
It you want to use stemming, select Yes for the Stemming Enabled option.
Click the Save Properties button.
