Differences between WhatsApp and Facebook integration chat behaviour

[Mark Phillips]

Hello,
I now have the WhatsApp integration working well, and the chat messages are routed to a Ring Group in the "SIP Trunk". This means that all extensions in the ring group see the message in chat, and by default, the chat continues to be a group chat unless a particular user takes ownership. This is good behaviour I think.

With the Facebook integration, it seems that the routing cannot be to a Ring Group, but only a Queue or Extension. I have set up a dummy Queue which doesn't have any logged in agents, and the destination on no answer is the same ring group I am using for Whats App. When a chat message is sent from Facebook, it correctly routes through to the ring group and it appears as a group chat. However, as soon as one extension replies, they take ownership automatically, meaning that others in the group cannot see the chat.

Is this difference in behaviour intentional? Is it possible to route Facebook directly to a Ring Group?

Thanks
Mark

 

[Mark Phillips]

As an update to this, I have just realised that in the "Queue Preferences" settings (Advanced tab) there is an option to either auto-assign chats to the first user to respond, or to manually take ownership.

 

[Dmitry Yurkin]

Hello Mark,
Auto-assigning of queue chat can be configured in current version in Management Console.
In Update 6 this option will be exposed in Webclient's queue configuration form.