Comment to 'How to Use Messenger for Live Chat or In-App Messaging Support?'
Comment to How to Use Messenger for Live Chat or In-App Messaging Support?

  • Dear @Alexey

    I will always be impressed by how detailed and professional you are. Thanks for your reply and the step-by-step explanations.

    1. Got it.

    2. The "Spaces" approach was almost perfect, until it came to the privacy part. Conversations are public in the Space, which is not appropriate for Support, where privacy should be taken seriously as sensitive information can be shared. Also Support operates on a one-to-one basis. So using Spaces is not a very good option.

    By the way, I wasn't aware of the feature that allows multiple conversations to be attached to the same page. Great job!

    3. Ok, I understand.

    4. The single unified identity concept makes sense, but in this particular case, it won't help.

    I think that reading messages as an Organization should work like a Group chat/conversation. Messages should remain unread to an organization member even if another member has already read them. Could you please consider it a feature request?

    5. Thanks for the tip.

    6. I will definitely contact you about that one at the appropriate time, as it has always been my long-time wish, and it will enhance Messenger for a professional support channel.

    Thanks

    • Hello @OneEagle ,

      If you add a Messenger block directly on the Organization's view page (similar to how Messenger works on view-group pages), then the behavior will be the same as in Groups. In this case, all members of the Organization are added as individual participants of that conversation, and each member will have their own read/unread status. So if one agent reads the message, it will still remain unread for the others - exactly as you expect. However, if you use the Organization as a single profile in a conversation (for example, users start a direct chat with the Organization profile), then the message belongs to the Organization entity itself, not to its individual members. In that scenario, when any member reads the message "as the Organization," it becomes read for all, because it’s tied to the Organization identity, not separate users.

      So both behaviors are possible - it just depends on how the conversation is created.