New Chat for Each Record
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‎10-31-2023 05:18 AM
Hi,
we are building mobile app so that users can contact support regarding devices. We have record screen with devices and footer function that launches chat. We want to have separate chat for each device. AWA and queues are implemented.
What would be the best way of implementing it? I am thinking multiple chat channels (so new channel for each device), but that does not seem like the best way to do it. Also, how would we get info about particular device record into chat (so that we can search for chat channel with ID of device or similar)? The chat starts with Virtual Agent and choosing support queue.
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‎10-31-2023 05:52 AM
@AlexandraV Do you mean device as mobile model like Samsung, Apple or Redmi which are users are using??
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‎10-31-2023 05:59 AM
No, I mean devices that we provide that the customer is using, like printers, computers etc. If device is malfunctioning, the customer clicks on the device in the app and starts chat. Each device should have its own chat, so if printer is malfunctioning and computer is malfunctioning, each device gets its own support agent and separate chat, but the customer can communicate in both.
