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 |
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Utility bar component | ![]() |
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Routing rule support |
Charket Routing Model
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Omni-Channel Routing Model
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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 |
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Close chats |
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Monitor | Charket Live Chat Monitor | Omni-Channel Supervisor page |
Mobile apps |
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Not supported |