A parameter for the iService $if variable can be used to create custom deployments. The $if variable determines if agents are available to chat, and can be used to display custom buttons and forms for special use cases.

 

The $IF -chat command must be used with a -Ptopic parameter to specify the topic for the chat. This can be hard coded into the chat link, or it can be supplied by the customer when requesting the chat. In order for agents to be available, the following must all be true.

 

1. The contact requesting the chat has specified a valid topicID for the chat interaction.

2. An agent with segment access to the specified topic is logged into iService AND has set their chat status to available.

3. The available agent has the required Skills for the specified topic.

 

Example (determine if agents are available for topic ID 4):

 

$If -chat(available) -Ptopic'4'$

 

  The code here is displayed when agents are available - for example, shown an "Available" image or chat form 

 

$Else$

 

  Display your "not available" image or an offline question form

 

$EndIf$