Identifying which website a live chat message came from?

[DanielGarner]

Hello,

We use the live chat plugin on one of our pub websites, and we want to roll it out to many of them. The messages are delivered to queues, but how can our agents identify from which website the chat originated, i.e. they want to chat to us about pub X? Each pub has a different URL for its website.

We do a similar thing for calls, where calls for each property route like this:

• Inbound rule > digital receptionist > queue

So that when the call is presented, the toast shows the name of the rule they were directed with, containing the pub name.

How can we do a similar thing with live chat messages, please?

Product: Enterprise Annual self hosted in Azure.
Version Number 18.0 (Build 418)

Thank you,
Daniel

 

[Evolute IT]

The information panel in the Chat section will show the queue where the chat came in.

Just use a different queue per site.

 

[DanielGarner]

Huh, I feel as though I should have been able to spot that!

You're absolutely correct, thank you very much.

 

[DanielGarner]

Hi, a little follow up on this: the team have noticed that once an incoming chat is "taken", or auto allocated to an agent, the queue information is removed from the right hand side information pane. Normally this would be fine, but when the agent is handling chats from more than one queue simultaneously it's easy to lose track of which chat originated in which queue.

Is that a limitation, or is there another better way?

Thank you