How can we help?

Please see the prerequisites and follow the steps as below to migrate chat touchpoints that were created before May 22nd, 2024 from the United States (US) to the European Union (EU) regional chat instance, as communicated here on May 30th, 2024.

Prerequisite Conditions [Mandatory]:

• When the customer's website incorporates Content Security Policy (CSP) checks, it’s imperative to add CSP rules to Talkdesk Chat into the website. Failure to do so will lead to the Chat Widget being unusable.
• Verify that all Chat Touchpoints associated with your Talkdesk Account are set to an INACTIVE status. Failure to deactivate active Chat Touchpoints will disrupt the entire migration process, maintaining Chat connected with the US Instance.
• Ensure that all current Chat Conversations linked to the Talkdesk Account are closed. This step is crucial before proceeding to the next stage.

Step 1

Uninstall and install the Chat App under the Talkdesk Account.

Step 2

Re-activate Chat Touchpoints under the target Talkdesk Account.

Important Information

We strongly recommend following the prerequisites and migration steps above to avoid potential
issues. Failure to do so will lead to the following issues.

• Missing Talkdesk Chat-related CSP rules.
  • This will cause the Chat Widget to be completely unavailable, preventing users
    from contacting customer support through this channel.
• Not closing ongoing chat conversations and deactivating the chat touchpoint during
  migration.
  • Ongoing chat conversations will be frozen, preventing further message
    exchange between the contact and agent.
  • Contacts may miss out on post-chat surveys sent through the chat widget.
  • Agents are not able to access the message history of ongoing conversations
    within the Conversation App.
  • Essential functionalities like assigning, unassigning, or transferring ongoing
    conversations will be unavailable to agents.

Note: Prior to using the Conversations app following migration, agents must refresh the Conversations app page.