Charket Live Chat 和 Omni-Channel 有什么区别？ – Charket

Charket 除了自带的 Live Chat 之外，也支持 Salesforce 的 Omni-Channel，允许客服人员在同一个队列中服务来自更多渠道的客户。但是，Charket 的个别功能在Salesforce 的 Omni-Channel 中并不支持。下面是二者在这些功能方面的区别：

Feature	Live Chat	Omni-Channel
Salesforce environment support	Classic UI Lightning UI Classic Console Lightning Console	Lightning Console
Utility bar component
Routing rule support	Charket Routing Model Default rule Customized routing rules implemented through Charket APIs	Omni-Channel Routing Model Queue based Skill based
Reroute WeChat followers	Set in Charket Settings	Set in Omni-Channel Routing Configurations
Chat capacity	Set in Charket Settings	Set in Omni-Channel Routing Configurations and Default Presence Configurations
Agent status	Use Charket agent statuses	Use Omni-Channel Presence Statuses
Agent status auto response	Yes	No
No agent available auto response	Yes	No
Start new chats by agents	Yes	No
New chat notification	Browser notification Sound	Sound
Close chats	Manually Automatically based on rules	Manually Status becomes offline (including Internet connection issues)
Monitor	Charket Live Chat Monitor	Omni-Channel Supervisor page
Mobile apps	iOS (phone & tablet) Android (phone & tablet)	Not supported

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