Hello,
lately I've been playing with PureCloud Embeddable Framework on an integration on Dynamics CRM, and I must say that this integration approach looks really promising. It really does make it a lot easier to integrate PureCloud with CRM systems, so thank you for your work on this feature.
As I am experimenting with the differences between the full portal and the embeddable framework, so far I have a couple of questions regarding chats:
- Is there a plan to integrate the chatting popup into the main embeddable widget? At the moment, in order to chat you need to open a new popup, and I find it a bit strange that the agents need to manage interactions from two different UI components.
- At the moment, it looks like chat scripts are not supported, as the only tabs available for chat interactions are the canned responses and interaction details. This can be a big deal, especially for third-party chat integrations with external providers where scripts can provide fundamental features to manage the third-party chat.
In general, I think it would be nice to have a KB article in the docs with a recap on the known-limitations of the embeddable framework compared to the full portal, so that we can be aware of functionality that is missing while we assess the feasibility of the embeddable framework.
Thanks
Luca