Connect instance requirements

For the chat function to work within the Connect instance, we need to ensure that the routing profiles have chat enabled. If you recall, routing profiles allow you to configure which queues your agents will have access to. In addition, you can also select which channels they have access to: voice, chat, or both.

For our Connect instance for Mega Mercy Hospital, we will connect our chat to the billing department. Chat is usually enabled by default but let's check the routing profile, just to make sure. To check the profile, access the routing profiles through the user menu in your Connect instance. We want to locate and edit the routing profile for the billing department.

When you edit the routing profile, you will see several settings that are specific to chat. To ensure that chat is enabled, identify the checkboxes for Voice and Chat and ensure that they are checked. You can reference the following screenshot as to where these settings are...