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Omnichannel Live Chat

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Posted on by admin1

How to handle multiple live chat in a single system? Can I add two different live chat in a single power portal?

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Engy Louis 79 on at

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Omnichannel Live Chat

There are multiple ways to handle live chat sessions simultaneously, such as:

Routing live chat to different queues based on context variables

These context variables can hold any information that helps with routing. For example, you can route chats to specific queues based on responses from a pre-chat questionnaire completed by the end user.

Creating multiple live chat channels
can configure multiple chat widgets by creating different live chat channels and adding them to different web pages or sections of the portal, depending on your requirements. However, displaying two different chat widgets simultaneously on the same page may require customization, as the default setup typically supports one widget per page. but this will lead to conflicts
Inogic 576 on at

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Omnichannel Live Chat

Hi,

While it's technically possible to embed multiple live chat widgets in a single Power Portal, doing so can lead to conflicts, clutter the user interface, and make ongoing management more complex. A more scalable and user-friendly approach is to centralize chat interactions through a single omnichannel solution that integrates with your existing systems.
Ideally, you'd want a tool that not only supports real-time engagement but also logs conversations directly into Dynamics 365 CRM—enabling you to convert chats into leads, cases, or other records seamlessly.
There are solutions available that offer this kind of deep integration with Dynamics 365—something like LiveChat4Dynamics app could be worth exploring.

Hope this helps!
admin1 10 on at

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RE: Omnichannel Live Chat

Yeah..But If I can configure multiple chat widget I want to work on that too..So could you please tell me how to do that.
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dian74 2,475 Most Valuable Professional on at

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RE: Omnichannel Live Chat

You could use one chat widget and send it to a different queue depending on pre chat questions.
admin1 10 on at

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RE: Omnichannel Live Chat

I want to segregate portal users based on the organization to provide chat services.
dian74 2,475 Most Valuable Professional on at

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RE: Omnichannel Live Chat

Why would you want to create multiple chat widgets? I am not seeing the use case here? Once chat widget can handle multiple chats at once.
admin1 10 on at

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RE: Omnichannel Live Chat

How to create multiple chat widget?
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Community Member on at

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RE: Omnichannel Live Chat

Hi Partner,

Based on the following document:

Chat for Dynamics 365 - Release Notes | Microsoft Docs

Chat for Dynamics 365 offers several capabilities to ensure the support agents and end users can interact effectively and remain highly productive:

Quick and easy provisioning of multiple chat widgets: Create multiple chat widgets to segregate Portal users and create personalized experiences based on their profile, organizational preferences, and their location on the website.