Set Up Chat Link

At least one chat link is required for each queue or IVR.

1. Queues & IVRs | Connectors | Chat Links | Add

Options	Description
Name	Name of Chat Link
Description	Description of Chat Link (Optional)
Interaction Object	Name of chat queue where the chats will be handled
Service Account Id	Entra object ID of Service account created in step 2 of Set up chat Prerequisites setup
Hostnames	Hostname of website (Only required for webchat)

1. Save the chat link

2. Select the type of chat that you want to setup and follow the instructions:

• Web Chat

• Facebook Chat

• WhatsApp Chat

• SMS Chat

• RCS Chat

Step 4 is needed only for chat links linked directly to the originating IVR or queue. For example, if chats are first routed through an IVR and then transferred to a queue, configure step 4 only for the IVR chat link.