Create a queue for product issues

Create a queue for the Chat service channel that routes product issues.

Before you begin

Role required: awa_admin or admin

Procedure

1. Navigate to the queue settings through one of the following navigation paths:

   • All > Advanced Work Assignment > Home.

     In the Essential settings section, select Set up queues.

   • All > Advanced Work Assignment > Queues.

   • Select New.

2. Enter the following information in the fields listed:

   • Name: Product Support
   • Service channel: Chat
   • Condition mode: Advanced
   • In the Script field, enter this script:

   (function executeCondition(/* glide record */ current) {  
       var contextTable = current.getValue('context_table');
       var interactionBlobRecord = new GlideRecord(contextTable);
       interactionBlobRecord.addQuery('sys_id',current.getValue('context_document'));
       interactionBlobRecord.query();
   
       if(interactionBlobRecord.next()){
           var jsonBlob = JSON.parse(interactionBlobRecord.getValue('value'));
           if(jsonBlob.liveagent_csp_category == 'product')
               return true;
       }
       return false;
   })(current);
   

3. Click Submit.