Hi Rocket.Chat community,
I’m a newcomer in the world of Rocket.Chat as we have just started thinking about using Rocket.Chat as chat engine of our already existing application which takes care of client relations (clients feedback, phone calls, emails, polls etc.)
Now, we’d like to add the functionality of chat so that clients can start to chat with an agent. To do that, we want to use Rocket.Chat’s Livechat and its API.
My question is: Is it possible to externalize the assigning logic of incoming Livechat conversation to an agent? By externalizing I mean to let the process of finding an existing agent who would answer client’s request be done by another server/application than Rocket.Chat server.
To do that, it would be necessary to notify the other server about incoming Livechat request which would in return define the agent whom the communication would be assigned. Is that possible by using already existing APIs?
I found the topic Chat transfer between chatbot and a live agent, vice versa or from one agent to another which deals with transferring the conversation but I’d like to determine the agent even before the communication starts.
Thank you in advance for your help.