I want to understand how the following scenario works with Chat Transcript and Omni Channel.
I have a Routing Configuration, with multiple Queues - all related to the same Chat object. Which of the following two actually happens, when a chat is initiated via a chat button?
When a chat is initiated, does it get assigned to the Queue associated with that chat button, and from there if the Queue is associated with a Routing Configuration it takes care of the assignment to the Agent as per the Routing Model?
Does the chat first get queued up at the Routing Configuration, and then it's assigned to a queue/agent as per their availability and the Routing model defined in the routing configuration?
I am thinking it's the 1st one - but I want to confirm how this works.