Different Pre-chat questions for logged and anonymous user
Hi,
Can I have different pre-chat questions for logged and anonymous customers? A pre-chat question asking an user what is his account number makes all sense if he's not logged, but none if he is.
Thanks,
Duarte
Accepted Solution
Pegasystems Inc.
US
Hi, the pre-chat questions are defined at a queue level. So, one way you can implement this is to have a anonymous queue and a logged-in queue. They can have all the same settings, so all agents can service both. When you include the Chat snippet on the separate pages, you can define the queues to use on that page.
thanks
Wells Fargo
US
Hi Amit,
I am trying to follow your response for a similar scenario in our project. Can i enable multiple queues on a page? Right now i see that fireflyChatAPI.queue = "queue1" takes only one queue name.
Pegasystems Inc.
US
Hi Rajesh, if you remove that setting completely, the chat will ask the customer to select from all the queues that are currently staffed before putting them into a queue. Putting multiple queues on the same page doesn't make sense, as there's still confusion as to which queue the customer would be put into.
If your question is : specify multiple queues on a page and the customer would be put into the first available slot in any of those queues, then the answer is no. That functionality is not possible.
Amit