AP-226 · Question #177
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to…
The correct answer is B. Pass in the User ID field as a hidden pre-chat field and check the vice of. To differentiate the chat routing for authenticated and guest users on an Experience Cloud site, using the Embedded Messaging component with conditional visibility settings based on user status is effective. However, passing the User ID as a hidden pre-chat field and using that…
Question
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot. How should a consultant suggest UMS configure its Experience Cloud site to support this?
Options
- AUse conditional visibility on the Embedded Messaging component to show
- BPass in the User ID field as a hidden pre-chat field and check the vice of
- CCreate a Page Variation for each page where the chat is offerest one for
How the community answered
(53 responses)- A30% (16)
- B53% (28)
- C17% (9)
Explanation
To differentiate the chat routing for authenticated and guest users on an Experience Cloud site, using the Embedded Messaging component with conditional visibility settings based on user status is effective. However, passing the User ID as a hidden pre-chat field and using that value in an Omni- Channel flow to determine the routing destination offers a more seamless and automated approach. This setup ensures that authenticated users can bypass initial bot interactions and directly connect with an agent, while guest users start their interaction with an Einstein Bot.
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