Create a rule to assign chats to the universal queue chat queue

Now create a rule to route the appropriate chats into the universal queue that you created.

To create the rule:

1. In the Configuration menu, expand the Site Configuration folder and double-click Rules .

2. Click Chat on the ribbon.

3. Click Edit on the ribbon.

4. Create the new rule:

   1. In the hierarchy, expand the States branch.

   2. Expand the Initial branch.

   3. Right-click Initial and select New Rule.

   4. In the Rule Name box, enter a name for the rule.

5. Select rule options:

   1. Under Add Options, in the Add IF Condition Based On list, point to Incident, then select Interface.

   2. In the Incident.Interface section, from the Select Operator list, select equals.

   3. From the corresponding list, select <the current interface name>.

   4. Under Add Options, in the Add Action - Then list, select Chat Queue ID.

   5. In the Assign Chat Queue list, select the <universal chat queue>.

6. Click Save.

7. Click Compile.

8. Click Activate.