Today we have agent live chat interaction in SNOW. We have a new MSP that wants to have live chat handled in Ring Central (they use InContact). The issue is the it would be via URL that would redirect the end user to a different web portal. This is a poor user experience. It would be great if MW had a way to interact with other live chat instances but keep the chat in the bot via Teams/Slack.
1. New
Enable Live Agent handoff to other systems while keeping interaction within Teams/Slack
+5
+1We attempted to use Live Agent handoff for URL-based chat, but without an ITSM Pro license, the user experience during testing was extremely poor.
We are now reviewing all available Live Agent Message Brokering vendor options to implement this solution. https://help.moveworks.com/docs/live-agent-message-brokering-assistant
It would be nice to have more systems to explore to implement Live Agent Message Brokering - the URL based option is AWFUL!
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