Live Chat for HR Service Delivery

[NicHolczma]

I want to confirm the correct method for setting up a chat Service Channel for HR Service Delivery using Agent Workspace and Advanced work assignment.  We have multiple departments on our platform with multiple queues for Chat.  Should the HR Chat be a separate service channel under the Advanced Work Assignment for HRSM application for security concerns? Or can the chat routed through the Global chat for an HR queue be secure holiding confidential information?

[Musab Rasheed]

Hello,

Both are fine, earlier before introduction of live chat everyone were using connect chat and used to define queues based on requirement but after live agent many migrated to live agent so I would suggest you migrate to Live agent and configure one service channel for HR chat and configure different queues for different department. Mark my answer as correct if that helps.

Regards