Under certain conditions, you CAN open an ICR in multiple browser tabs. Below are the general rules, which are then followed by different use cases that illustrate how this feature works.

General Rules

1. There can be only ONE active ICR session at a time (associated to one website). If a user opens a site page that triggers a new ICR session, the system will automatically close the existing session and becomes ready to create a new session.

2. If opened in one browser, ICR sessions from different websites will live independently. For example, a user can simultaneously have an ICR session with ABC Support and with a different Contact Center team on XYZ’s website.

3. A chat queue session and an ICR session can live simultaneously within one website if the pages with a webchat and an ICR are opened in multiple tabs. This means that a user can chat with an Agent on a website’s Page 1 and browse ICR pages on that same website’s Page 2, provided the pages are loaded in different tabs. However, if the ICR has a redirect to a chat queue and the user clicks the redirect, the system will ONLY be able to support ONE active chat session.

Use Cases

The use cases described below will help you understand the feature better.

Use Case #1: Single website, the same ICR is embedded on all pages

Scenario: A user is browsing the website for company ABC, and has opened multiple pages on multiple tabs using the same browser (for example, on one tab, the user has loaded the Home page, and on another, the About page). ICR 1 is embedded on all the website pages.

What happens?

1. When the user opens a new tab in the browser, the system loads the ICR application in its current state. In other words, the system shows the ICR page that the user has already opened, not the landing page.

2. The ICR application on all the other opened tabs will be minimized so that only the ICR in the currently active tab will be active as well.

3. If the user returns to an inactive tab and maximizes the equally inactive ICR application, the system displays that ICR in its current state, as described in step 1 above. Because this is now the currently active tab and ICR application, all other instances of the ICR application in all the other tabs will be minimized and become inactive.

Use Case #2: Single website, different ICRs are embedded on all pages

Scenario: A user is browsing the website for company XYZ, and has opened multiple pages on multiple tabs using the same browser (for example, on one tab, the user has loaded the Support page, and on another, the Quote page). Each page has an embedded a different ICR application (for example, the Support page has embedded ICR 1 for tech support specialists, and the Quote page has embedded ICR 2 for the sales team).

What happens?

The system can only support ONE active ICR session. Therefore, all existing chat sessions will be closed automatically, without prompt, when the new session starts.

1. Let’s say the user is clicking through ICR 1 on the Support page and gets to ICR 1 Page 3.

2. The user then opens the Quote page on another tab, which has ICR 2. At this point, the following happens:

   • The system automatically closes the session with ICR 1, without any prompts, and minimizes ICR 1.

   • A session starts with ICR 2 and the user can begin browsing through the ICR 2 pages.

3. If the user then returns to the tab for the Support page, the following happens:

   • The system automatically closes the session with ICR 2, without any prompts, and minimizes ICR 2.

   • The system re-starts the session with ICR 1, but from the landing page and NOT from the page where the user left off (Page 3 in our example).

Use Case #3: Different websites, different ICRs embedded on each website

Scenario: On one tab, a user is browsing the website for company ABC and on another tab, they’re browsing the website for company XYZ. The ICR application for company ABC is ICR A, whereas the one for company XYZ is ICR B.

What happens?

In this case, the user WILL BE ABLE to browse ICR A and ICR B SIMULTENOUSLY. The sessions for ICR A and ICR B will live independently of each other.

Use Case #4: Webchat session on one tab and ICR session on another tab

Scenario: A user is chatting with an Agent on one tab, and on another tab, they’re browsing an ICR. The webchat application and the ICR belong to the same website (for example, for company ABC).

What happens?

The user CAN do this without conflict, UNLESS the user starts a new chat session from the ICR. How the system behaves depends on the following:

1. If the ICR on tab 2 redirects to the same chat queue used on tab 1, the system behaves as described in Use Case #1.

2. If the ICR on tab 2 redirects to a different chat queue than the one used on tab 1, the system behaves as described in Use Case #2.