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Show Omnichannel Widget on Portal only if there is an active agent

Davey Tong on 6/9/2021 4:15:33 PM
At the moment it seems that the widget is available all the time unless you set your working hours.
Would only want the chat widget to be shown when there is an online agent available (logged into the omnichannel customer service app)
Category: Live Chat
STATUS DETAILS
Completed
Ideas Administrator

Administrator on 5/15/2023 5:40:43 AM

Thanks for your feedback.
This is a very valid suggestion and we are evaluating for future roadmap based on more customer feedback. 

Comments

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RE: Show Omnichannel Widget on Portal only if there is an active agent

Jessica Li on 2/18/2023 12:23:42 AM

Thank you for the feedback. Currently, we have implemented the following JavaScript API method getAgentAvailability which can be used to see an agent's availability from that you can configure your portal/website to show the chat widget based on the event response. The documentation for the method is here: getAgentAvailability (JavaScript API reference) for Omnichannel for Customer Service in Dynamics 365 | Microsoft Learn.


Category: Live Chat

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RE: Show Omnichannel Widget on Portal only if there is an active agent

Shannon Davis on 1/10/2023 5:13:32 PM

Since this is marked as completed, does that mean it's going to be built? This is very important to my company as well.


Category: Live Chat