warrenbeddie | 2021-08-17 09:07:52 UTC | #1
Hi, Can Web Chat and Web Messenger be used at the same time (Messenger on App and Chat on a website) or would we need to reconfigure all webchat widgets to accommodate web messenger. Also if they can run both, what would the experience be like for the agents running both. Kind Regards
Jerome.Saint-Marc | 2021-08-17 10:00:07 UTC | #2
Hello Warren,
"Can Web Chat and Web Messenger be used at the same time (Messenger on App and Chat on a website)" I assume you mean having both channels in place. Yes, they can be used at the same time.
"Also if they can run both, what would the experience be like for the agents running both" You have probably seen this link already but just in case: https://help.mypurecloud.com/articles/about-agent-interactions/ A WebChat session will be a conversation of media type = Chat, and a Web Messaging (Messenger) will be a conversation of media type = Message. When the agent receives a WebChat conversation or a Message conversation, the media type icon is different. The agent will have more choices/capabilities to interact with the customer with Web Messaging (Message). Web Messaging allows asynchronous conversations (the customer can leave the app, the agent can still send messages on this session, and when the customer connects back to the app, the app will retrieve the messages sent to him while he was out of the app). Web Messaging also supports exchange of images (other file types in the future) and will also support a set of Rich Media responses like quick replies, ... (work in progress).
Regards,
system | 2021-09-17 10:00:42 UTC | #3
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