Omnichannel - Different Chat Session Per Page

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Posted on by morepunk

I’ve been carrying out an Omnichannel implementation for a customer, and have embedded a chat widget throughout their Dynamics Customer Self-Service Portal behind authentication, by adding the widget script to the default Chat Widget content snippet.

Once a portal user has initiated a chat session, if they then refresh the page they are on, or navigate to another page on the portal, they lose their chat session and another session begins.

Is there any way of configuring Omnichannel so that it “follows” the portal user around the different pages of the portal?

As a consumer, I’ve encountered lots of online chat widgets before, and I don’t recall any other widget acting like this, so I’m hoping it’s just a configuration error on my part.

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eykalman 1,106 Most Valuable Professional on at

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RE: Omnichannel - Different Chat Session Per Page

Hi

There are two different behaviours that you've described here.

1. When a user refreshes the page that they're on, the conversation window should still be opening with the chat on-going. I'm not sure why this doesn't seem to be working for you, as it's by default

2. It's not possible to have the chat 'follow' the user around different pages currently. Chat sessions are tied to the page that they're active for.