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Good afternoon!  We've working on adding SF chat to our site. We have that part done but we'd like to be able to add a second layer.  Optimally, our sales reps would take the initial chat. If they aren't able to answer chats about products, we'd like them to be able to conference or pass the chat to technical sales.  But we don't want any chats being automatically routed to the technical sales people.  What is the best way to accomplish this?  

 

Second question, is there a way to set up routing so that the new chat would be available to all the sales reps available and one of them would take the chat vs it assigning to the most available.  We have SF Lightening.  

 

Thank you!!

 

Donna 
2 answers
  1. Mar 13, 2020, 12:43 PM
    Thank you!  I have read this.  It's very helpful to a point.  I've considered queue-based and skill-based. The problem is there's no documentation that says "here's all the connections needed to make this work".  
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