Live Assist has the same set of features in both the web client and USD, although there may be differences in how features are presented, due to the session management capabilities of the USD. A key benefit of using the USD is the ability to have a session, or a shared context, surrounding a particular CRM record. In the case of Live Assist, this CRM record represents a contact with whom the agent is engaged.
Taking advantage of this capability, the USD tries to create a new session whenever the agent grabs a chat off the queue. If the chat is authenticated, then a session is created automatically for the authenticated contact. If the chat is unauthenticated, then the agent is presented with the contact search application. Upon selecting one of the contact search results, a new session is created for that contact.
Sessions appear as tabs across the top of the USD’s main content panel. Any application invoked within a session - for example, a knowledge base search - will appear on that session’s tab. However, because the web client does not support sessions, all CRM records and applications will appear in separate browser tabs.
Below is a summary of what happens when an agent grabs a chat in web client versus USD:
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Unauthenticated Chat |
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Web Client |
USD |
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Agent clicks on customer name in the chat widget to launch contact search in a new tab. Search is populated with contact name supplied by the customer (if any). |
Contact search opens in main panel of USD, populated with contact name supplied by the customer (if any). Agent clicks on search result to start a new session for that contact. |
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Authenticated Chat |
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Web Client |
USD |
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Agent clicks on customer name in the chat widget, which replaces content in the main panel with customer’s contact record. |
A new session is launched centered around the authenticated user’s contact record. |
Sessions also make possible the following set of features that differentiate USD from the web client:
- Session unread timers: colored and/or flashing indicators when a session sits idle for some time.
- Associate chat with session: make it so chat and USD session share the same context.
- Automatic conversation switching: switch active chat conversation when agent changes session.
Send KB links to chat: copy & paste links from KB to chat with a single button click.