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  • 1.  Agent Asssistance (Internal Chat) etc within Embedded Clients?

    Posted 02-13-2022 23:15
    No replies, thread closed.
    Hi guys

    What are you doing to get around the limitation where the embedded clients (Salesforce, Chrome etc) don't support internal chat?  This is something that one of my orgs uses quite frequently but at the moment it seems like if we want to move them to an embedded client they'd need to still have a separate browser tab logged in under a second session.

    There's an idea on aHa that's been sitting there for over 2 years now to add it but there's only a dozen or so votes on it.  Is this because most of your org agents don't use it at all or they're just using something like Teams outside of Genesys?
    #Ask Me Anything (AMA)
    #Implementation
    #Omni-ChannelDesktop/UserInterface

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    Vaun McCarthy
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  • 2.  RE: Agent Asssistance (Internal Chat) etc within Embedded Clients?

    Posted 02-15-2022 01:14
    No replies, thread closed.
    Two things come to mind - real estate and territory.  With embedded clients, there is not much room for other features without popping out a window and if you have to do that, you may as well use a different product for the internal chat.  Second, most companies are standardized on a UC platform with chat already like Teams, Slack, or even Zoom, so IT and management have a hard time justifying use of another chat product.  That is why Genesys added a permission for Chat to turn off that feature completely when not required.  Also, until there is chat capabilities between Teams and/or Slack, there is little likelihood that the contact center wants to silo themselves inside of Genesys for internal chat.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agent Asssistance (Internal Chat) etc within Embedded Clients?

    Posted 02-15-2022 13:38
    No replies, thread closed.
    Yes you're probably right.  Although some of my customers actually like that they have their own "place" and some of our support staff actually actively participate in that org wide Agent Assistance chat room as we find it's sometimes a great way to give and get feedback of system issues before they get raised to P1 incidents.

    I was hoping maybe someone had figured out a way to "easily" add a popout like you're saying into one of the embedded clients, like Salesforce.  Although that obviously has things like Chatter that some groups may just go with instead.

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    Vaun McCarthy
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    Original Message


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