Web messenger with an agent

Web Messaging
1

referring to this post, I want to know how I can connect web messenger with an agent.
post#10

2

Hi ayoub,

I'd recommend getting familiar with our articles on Interaction Routing, as this is not something unique to Web Messaging, but is used throughout all of Genesys Cloud for getting interactions to agents.

In short, the Inbound Message Flow your Messenger Deployment is using can use the Transfer to ACD action, where you select a queue with your desired agents assigned. As long as these agents are On Queue (and are not at max utilization), they will be available for interaction assignment when the flow reaches this action.

Hope this helps!

3

thanks Chad for the reply, actually i already assigned an agent to my queue but in my inbound message architect flow i am not able to view my assigned agent in the preferred agent part

4

Hi ayoub,

I'm not as familiar with the specifics of setting up preferred agent routing, you could try reposting this in the Architect sub-forum to get the right eyes on this. This article might help you trace your steps also.

5

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