Ability to Chat with Agent from Ticket Status Update - with direct handover to L2 live chat queue

Hello,

In our previous chatbot solution when a user checks status on an existing ticket and if that ticket was assigned to a certain L2 resolver group, we were able to do a live agent handover to that specific queue instead of a generic queue.

Can such a experience be enabled where

1. A button for live agent chat is included in the ticket information card
2. The button has the understanding of the current ticket’s resolver group and is able to connect to the related resolver group’s live agent queue, if it exists, or to the default L1 live agent queue.