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hello everyone in this video we are
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going to see how to provide options for
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the website visitors to select chat with
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an agent so that the messaging session
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records will be routed to an agent or
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chat with an AA agent so that the agent
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force will be
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invoked in order to achieve this
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I have made use
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of embedded servicecore bootstrap do
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settings. hiide chat button onload equal
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to Dre so whenever the embedded service
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deployment is loaded using this uh
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attribute set as true I'm hiding the
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regular chat
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icon and then using this uh
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HTML I am displaying two buttons on
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click of chart with an agent
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it will call launch chat JavaScript
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method on click of chat with an AA agent
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also it will call the launch chat method
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but here it will pass agent and here it
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will pass AA
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agent in this uh JavaScript method I'm
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using a simple loog console.log
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statement I am making use of embedded
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servicecore bootstrap preat api. set
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pre- chart Fields method and then I am
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passing agent type pre-art field value
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so this will be passed when the launch
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chart method is called here I passing
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the agent type variable as the value
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that was passed from this button
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click and I making use of embedded
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servicecore bootstrap do util api. chart
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method and then I'm invoking the
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chat so this will load the embedded
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Service uh chat widget so if I click
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chat with an agent it will invoke the
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chat messaging for web and inapp and web
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and then it will route it to an agent so
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here let me go available so that I will
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receive so I received the messaging
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session record as an agent
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so here as an agent I received it let me
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end the
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chat now instead of chatting with an
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agent I'm going to click chat with an
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agent now when this is clicked it will
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pass a agent instead of
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agent so it will invoke the agent force
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agent
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instead of directing it to an agent it
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will direct it to my
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agent so the agent force was invoked
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when chat with an a agent is uh clicked
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chat with an agent will invoke uh Q
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routing and then it will route it to the
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available agent in order to achieve
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it in the messaging uh Channel
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I created a custom
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parameter called Agent type and then I
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am I mapping that uh custom parameter
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with the flow variable name agent type
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so in the flow I
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created agent
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type variable and it is uh of data type
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text and then I have made sure it is
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available for input here
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I am checking whether the agent type is
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AA if the agent type is AA
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agent so whenever they click
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uh chat with an AA agent it will pass AA
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agent so whenever the value is
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uh a agent it will route it to the agent
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force messaging agent if it is not then
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it will route it to the
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Que in the embedded service deployment I
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have enabled
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pre-chat and then I have added the
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hidden pre-chat value so we can make use
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of this uh approach so that we will be
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able to give two options one to chat
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with an agent so that the messaging
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session records will be routed to the
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queue and based on the availability it
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will routed to the agents if they click
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chart with an a agent then it will route
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to the agent force agent they agent
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force agent will first assist them if
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they are unable if the if they are not
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satisfied they can ask for transfer to
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an agent like that so that based on the
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instructions it will get it assigned to
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an
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agent please check the video description
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in the video description I have shared
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my blog post from the blog post you
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should be able to get this sample code
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for your reference
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I hope it was
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helpful thank you for watching
Internet Software
Text & Instant Messaging
Voice & Video Chat
Science
Intelligent Personal Assistants