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Enhanced Web Chat in Crisis Support Center Management
Enhanced Web Chat enables clients to communicate with counselors using web chat in an Experience site. Omni-Channel routes incoming messaging requests from guest users to counselors. When a counselor accepts a request, an Omnistudio Data Mapper creates a messaging session record and opens the intake flow OmniScript. Counselors use the intake flow to capture client details and associate the client with a new or existing account. Saving the client details automatically creates a case record.
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