Customer context: The customer wants to know if it is possible to set up rules specifically for calls that are forwarded in LiveAgent.
Customer question: Is there any way to set up rules for calls that are forwarded?
Solution: You can set up rules for calls in LiveAgent, including those that are forwarded, by using the "Incoming call started" trigger. This trigger allows you to automate certain actions (such as changing the IVR script) based on specific conditions when a call begins. However, there are some limitations: LiveAgent does not provide a dedicated action to forward calls as part of an automation rule, nor does it offer a condition to directly detect when a call is forwarded to an external number or to identify the external number itself. As a result, while you can automate actions for incoming calls, advanced routing or detection based specifically on call forwarding status is not available.