I am implementing Salesforce Web Chat using Queue routing with offline support enabled. In the Pre Chat we request the customer to select between 2 channels with dropdown picklist and based on the input there we route the chat to 2 different Chat buttons. Behind the 2 Chat buttons we have 2 different queues.
I discovered that when the agents capacity for the "main" button is full or no agents available in the main button queue, we are not able to initiate new chat and the offline support page is displayed. The reason I believe is that in the javascript init function we have the "main" button Id and that is the only button that is checked to decide if the offline support should be shown or the pre chat window.
How can I make sure that customers can see the prechat window if there are agents available in the second group but not in the "main" group ?
3 respostas
Hi Guy, thanks for the reply. Regarding option 1, could you explain where how that is done ? I found it hard to find documentation regarding this.
I currently have the button Id inside embedded_svc.init, is it possible to initiate multiple buttons there ?
