Erica Ross

+1

Our team currently uses the “Live Chat” channel, and we want to add a custom Virtual Assistant/Bot via Sunshine Conversations. It looks like if we would like to continue to offer customers the ability to talk to a live agent, we would need to use a new channel called “Web Messenger”. The SunCo Web Messenger seems to be rather backend-heavy, and I’m worried we will be losing a lot of the UI controls (settings and triggers) we currently have in place for Live Chat.

In reviewing the documentation available in Zendesk and SunCo, several things regarding whether Web Messenger behaves like Messaging are still very unclear to me. The main things I would like clarification on are as follows:

• Can we connect and manage Web Messenger via the Chat Workspace, like Messaging and Live Chat?
• Will we be able to set Web Messenger routing within the UI? Do “Broadcast” notifications work with this channel?
• Will agents be able to use the conversation statuses of online, away, and invisible?
• Would the workaround to the above concerns be to channel transfer to “Messaging” (rather than “Web Messenger”) or to leverage the Switchboard feature?