Chat Interaction Request/Response Steps

Architect & Flows
1

Hello , I am implementing chat solution at client site and trying to find out detailed process steps for Chat interaction. This is for version 8.5.X using ORS/Composer.

Please guide or share how a chat interaction get process between different components.

Maya

2

Docs.Genesyslab.com

3

Thanks, In my case I can see chat interaction is getting queued (Interaction table) but its not routing to agent, When I use IRD strategy all works fine but run into issue with Composer strategy.

I am new to composer development.

I am looking for how IXN and ORS communicate for chat and how the strategy developed in composer is invoked by ORS.

Thanks,

Maya

4

Check URS logs.
Agent has chat capacity rule? If you don’t know what it is please refer to eServices guide.