We have configured web chat in salesforce. Currently, the end-users can chat with the agents only if the agent is available, and there is no option for them the schedule an appointment with the live agents.
I researched this and found that end users can chat only when the agent is live. There is no option to schedule an appointment with the agent.
So I am thinking of giving end-user an option to schedule an appointment if the agent is offline.
But the problem here is how can I route the scheduled requests to a specific agent based on skills?
Is this possible?