Joy Posted November 10, 2020 Share Posted November 10, 2020 Hi, We have several different Service Area's and are looking into using Live Chat, but we would want this for just one Service Area. Is this possible? 1 Link to comment Share on other sites More sharing options...
Steven Boardman Posted March 10, 2021 Share Posted March 10, 2021 @Joy Live chat currently has the ability for chat requests to be directed to one Team. Use of Live Chat is managed through roles, so if a customer has the role, they can start a chat session with a member of the live chat team. Gong forward we are looking to expand this, so that multiple live chat teams can be defined and chat requests will be able to be routed to the appropriate resolver team, so think IT, HR etc. Once this is available we can let you know, but right now it would only be possible to initiate a chat session with a single live chat team, which may or may not satisfy your need for only one Service Area to offer this channel. Link to comment Share on other sites More sharing options...
Joy Posted March 31, 2021 Author Share Posted March 31, 2021 Hi @Steven Boardman, I probably didn't explain myself clearly enough. So on our self service portal we have different pages where requests can be raised based on the topic, i.e. a HR section, Recruitment section, Finance section, IT section etc. I wanted to find out if we can set the Live Chat function so that it will only be appear to the customer when they are on the HR page as we want it directed to our back office HR Team only? As it stands no other areas are utilising the chat function, so the fact you are looking to expand for multiple chat teams will be a great future option also. Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 1, 2021 Share Posted April 1, 2021 @Joy not currently i'm afraid, I will ask the question and see if this is something which can be looked into ahead of live chat supporting different domain teams. 1 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 5, 2021 Share Posted August 5, 2021 +1 here - we are on-boarding other corporate areas in the near future, and we would want to be able to segregate the chats off to different areas i.e. one for Digital Services, one for HR etc at some point Link to comment Share on other sites More sharing options...
Sam P Posted November 11, 2021 Share Posted November 11, 2021 +1 for having chat available by domain Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 1, 2022 Share Posted February 1, 2022 +1 for having chat access being configurable by Service Domain, Role, Portal Type and External Contact. Link to comment Share on other sites More sharing options...
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