Functionality about chat interactions - client

[efrainclg95]

Hello friends;

Good afternoon with everyone, I am in a dilemma, I do not have much experience in e-services and I need to know if there is any way to limit a client's chat requests?

The problem is that there is no restriction and clients can send more than one chat interaction at a time, which harms the agents' management.

In other words, it is to limit the access of chat interactions per client to only one session, if this client wants to enter again he should be able to cancel that request.

Clients enter the web page with their ID (identity document) and that value travels to the Genesys platform, perhaps with this value would look for the way to make a query.

I remain attentive to your kind help and / or recommendation.

Thank you.

[gen_rtfm]

Morning!

Off the top of my head I'd say that you have sessionids for each client; used to allow the user to continue browsing the corporate website while chatting - if you are setting cookies and querying the backend for active sessions matching the one stored in the clients' cookie you should not have this problem.

I haven't played around with chat in a while but those are the thing that first come to mind - the feature that allows the chat session to persist although the user browses to a new page within the instrumented domain should prevent this.

I assume that a client might be able to use private browsersessions to circumvent it though if you don't require a registration before initiating a chat session, with identification data that can't be spoofed; a verifyable customer number or something of that sort.

Hope it helps!

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[efrainclg95]

Hello gen_rtfm

Thank you for your prompt response, I actually had almost that same thought and when I went to propose it they told me that the client does not have control of the page (front) that is why they want to do something at the level of the platform, I am investigating if by IRD I can do something.

I remain attentive to your kind answer if you can think of something through IRD or UCS.

Thank you.

[gen_rtfm]

Is there any kind of useful registration form data required to register for a chat?

Which version of chat are we talking about?

If you don't have control of the client to use  cookie data or some other data from the browser I don't know how you'd verify that two chat interactions are in fact from the same client.

The mobile engagement chat has some oob IDs set during engagement but since you're talking about IRD I suspect you're using the older chat API and I don't have experience with that one...

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[cavagnaro]

Problem is at customer side, at your web server actually, so you need to fix something there when session is established.
You can't merge sessions based on any kind of data so that is not an option.


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