Skip to main content

Delivery Setup - CXone

Routing in CXone Livechat​

Currently CXone supports agent routing based on the team/webstore. To achieve agent routing ensure that property webStoreReferrer is passed correctly inside context in the handover message request body as shown below

{
    "chatId": "5e0268b8-451f-5a78-bd40-2919d4ac3223",
    "sessionId": "5237c752-05b8-4b02-a440-d318fea392cc",
    "accountId": "5fb7ff00-daf9-416d-b2c4-4c2f97390b23",
    "channel": "CXWebConversations",
    "conversationHostId": "6cbe5295-c454-471c-a144-a702e3e09d2c",
    "conversationClientId": "6ad9548c-5936-440d-8780-109e6b6f4d24",
    "context": {
        "CustomerInfo": "{\"name\":\"shravan\",\"email\":\"[email protected]\"}",
        "UrlReferrer": "https://fiddle.jshell.net/a7em2doq/show/",
        "webStoreReferrer": "sales"
    }
}

Presence Check In Zendesk Livechat​

Currently there is no Presence check for agent in CXone