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
Supported Salesforce Environments	Classic UI Lightning UI Classic Console Lightning Console	Lightning Console
User Interface
Routing Rule	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 statuses	Uses Charket Agent Statuses setup in Charket Settings	Use Omni-Channel Statuses setup in Presence Configuration Settings
Agent status auto response	Supported	Not Supported
No agent available auto response	Supported	Not Supported
Initiate a New Chat by an Agent	Supported	Not Supported
Incoming Chat Notifications	Desktop Browser Notifications Mobile Notifications Email Notifications Sound Notifications	Sound Notifications Email Notifications
Automatically Accepts Chat Requests	Supported	Supported
Close Chats	Manually	Manually
Chat Monitoring	Monitor agent chats through Charket's Live Chat Monitor	Monitor agent workloads through Omni-Channel Supervisor's Assigned Work Tab
Mobile App	iOS Android	Not Support

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