Paco | 2023-01-30 20:20:05 UTC | #1
Hi all,
Would putting two different deployment snippets allow a web page to have two different instances of web messaging?
We are trying to allow a user to have two different chats going at the same time.
Angelo_Cicchitto | 2023-01-31 08:00:06 UTC | #2
Hi @Paco - we are not actively testing that scenario with our native Messenger. What use-case are you trying to solve, that would require two different Deployments? Could you not try to qualify user's intent via Bot/Quick Reply upfront during the conversation? Is this a Sales vs. Support type of selection?
Paco | 2023-01-31 14:11:28 UTC | #3
Hi @Angelo_Cicchitto. The use case would be for internal use with our level one agents reaching out to a level two agent for support. We use an internal document within our support site for the level one agent to access and reach out to a level two support agent. We currently using chat in that instance but wanted to see about migrating it to messenger but our level one agents need to be able to have to 2 chat/messenger available to them.
msassoon | 2023-01-31 14:32:22 UTC | #4
Can the level 1 agent not use collaborate chat inside Genesys Cloud agent desktop to reach out to the level 2 agent? If they are both internal, then they can just contact a chat room that covers that support.
Paco | 2023-01-31 14:48:07 UTC | #5
@msassoon We have the level one agents reaching out to level two agents that are assigned to a queue, that we use for internal escalations, so that we can have a recording of the interaction and so that we can have someone dedicated to that level one agent once they reach out to the level two support.
Dewald_Smit | 2023-01-31 19:42:28 UTC | #6
You could run 2 iframes in one page and deploy 2 messenger deployment one per iframe. I have not tested this but the logic creates 2 'separate' pages in one and should allow you to achieve your goal.
Or you could test adding 2 snippets to one page and align each to opposite sides of the page. Again I have not tested this.
I would go the iframe route
John_Carnell | 2023-02-06 14:47:20 UTC | #7
This post was migrated from the old Developer Forum.
ref: 18196