Omnichannel for Customer Service – Part 4

Let’s learn how to test authenticating our portal user via Omnichannel chat.

Follow the below steps for providing our Contact access to the portal.

Initiating the chat from the portal. Sign-in as Contact(Avinash Verma).
Also, check that the agent status on the omnichannel agent screen is available. If the agent does not have the capacity then the call won’t come to the agent screen.

Below we can see that the contact name appears on the chat notification which appears on the agent screen. Rather than Visitor 1 which would appear for an anonymous user.

Hope this helps!!!