Multi Chat

The maximum number of concurrent chats for an agent can be configured in Harmony Configuration server. Change the value of the Max Chats setting on the environment level or overwrite it on a level below.

The allowed range for “Max Emails” is 1-3 and the range for “Max Chats” is 1-6.

When using multi-chat, make sure that the setting Max Active Chats in Oracle Service Cloud is also configured properly: Go to every profile that uses chat and open the permissions section to select the tab Service. Then change the Max Active Chats setting in the Chat section to the same or a higher value than the selected value for Max Chats. Furthermore, the setting Set Max Active Chats must be disabled to ensure that an agent is not able to specify a custom number of concurrent chats.

The value of the Max Active Chats setting in Oracle Service Cloud must be equal to or higher than the value of the Max Chats setting in the Harmony Configuration server.