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External Routing: Initiate LiveChat even when there is no agent available


With Omni-channel enabled LiveAgent chats can be routed to best available agent. Currently, when there is no agent available to handle a chat initiated from a Chat Button, the Chat Button stays in an "Offline" state. This means that client can't initiate chat from that button.

With External Routing we can implement integration with third party routing engine and in that situation it would be cool if client still could initiate a chat even if there is no agent at the moment that can handle that chat. In that situation, 3rd party could implement various strategies to handle such situation.

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