chat queue routing

abhinav_khanna
Kilo Expert

Hi all,

 

On the ess portal I want to give a custom link on the page which when clicked opens up the "chat" dialog box and the chat is routed to the correct assignment group based on the users country.
Any idea how to achieve that. I can not hard code the sys_id in the chatqueue function. I want something dynamic which pops up the end user chat on Click.

 

 

Regards
Abhinav Khanna

1 ACCEPTED SOLUTION

TrevorK
Kilo Sage

My initial thought would be that you want to create an "inbetween" piece that either accepts their country as input or takes one from their profile. This piece then redirects to the appropriate Chat Queue based on the result.



While I am not a CMS expert, my thoughts are that a simple way to do this would be through a dynamic content block. The user would enter their country (defaults to their profile country maybe?) and click Chat. The code in the background would then determine the appropriate Chat Queue to send it to and then just redirect to the chat queue link.



We only have one Chat Queue, and we fire it through our dynamic content block in this fashion:


      CustomEvent.fire(LiveEvents.LIVE_EVENT, LiveEvents.LIVE_WINDOW_JOIN_QUEUE_QUERY, 'CHAT_QUEUE_SYS_ID','CHAT_QUEUE_NAME');


I see no reason why there could not just be a little logic before to determine which Chat Queue to fire into.



On the surface, this does not seem too challenging to develop from a technical point of view, however what will be challenging is the UI/UX around this feature.



I am sorry I do not have the code developed for this, as we only use the one Chat Queue but I hope this helps. If you need anything else please post back.


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56 REPLIES 56

Great!   This worked like a charm.   Thanks.


rdharr41
Tera Contributor

Joanne,




Is your Chat Geneva or Eureka? I would like to see your Chat requirements?


Hi Scott,


Did you managed to find a solution to to end the chat session when the browser tab closes?



Any help is appreciated, we are facing similar issue.



Thanks


Sathish


We gave up on trying to close the chat session via our own close button and instead put large text to instruct the user.Screen Shot 2015-01-07 at 2.58.30 PM.png


Hi Scott,



Many Thanks for your replay, you are correct it was not possible to close the window without clicking X button.



Raised HI ticket and got response that it can't be done.



We have to implement similar solution as yours, just curious to know does your SNC chat window invoked within from SNC portal or from external site like intranet? If possible can you share the HTML details for the screen shot you attached?



Thanks again!



Regards,


Sathish