Configure chat queues

To use chat queues with the universal queue, configure the Oracle Service Cloud client by completing the following procedures, which are detailed in the subsequent sections.

1. Enable the universal queue base variable.

2. Create a universal queue chat queue.

3. Designate the universal queue chat queue as a universal queue.

4. Assign a profile to the chat queue.

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

Note:
To enable the universal queue base variable, work with the Oracle Service Cloud Site Management team to enable the CHAT_UQ_WS_API_ENABLED configuration base variable for the Oracle site.