Thanks Robert, yes I kind of expecfed that to be the likely outcome. What's painful is that in a few of the orgs I deal with, agents are quite frequently making use of the org-wide chat room throughout the day. I was hoping maybe someone on here had a "competing" SF integraiton product that maybe did a bit more around this.
tt's great that the new omnichannel routing thing for chat etc has come out (although I'm hitting some snags with getting it working), so hoping this integration doesn't become orphaned and people lose sight of the whole benefit/argument of having a single agent interface/view.
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Vaun McCarthy
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Original Message:
Sent: 12-30-2021 20:27
From: Robert Wakefield-Carl
Subject: Internal chat using Salesforce integration?
Not that I am aware of. You probably won't see too much interest in this with Salesforce investing in Slack and Teams being the prevalent UC platform out there.
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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
Original Message:
Sent: 12-30-2021 15:12
From: Vaun McCarthy
Subject: Internal chat using Salesforce integration?
Other than having to have a separate tab with the full UI, has anybody found any tricks to enable users to chat using internat chat groups (or agent to agent) within the Salesforce integration? There is an idea on the ideas portal but it seems to have been given zero interest by Genesys and only a dozen or so votes.
#ArchitectureandDesign
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
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Vaun McCarthy
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