We would like to implement live chat (fronted by our own bot that performs a handoff to the live chat/agent) and co-browsing and we have a few questions too get started
a) Will the live chat operate through 1 channel/service, or will there be different channels/services based on the type of question, similar to voice?
2) Reconnect Capability
a) What level of reconnect capability do you have? If the user refreshes the browser, does that sever the chat session? If so, does it attempt to reconnect? If the user navigate away from the page for 30 seconds and then returns, is it still active?
3) WebRTC Protocols
a) Do we need to implement WebRTC protocols on day 1, for instance for voice escalation to the live agent? If not, what do you recommend from your experience?