Hybrid Chat agent gadget is an HTML5 based embeddable application built using Agent API.
The app can be loaded on any compatible browser with the agent app URI and can be embedded in Cisco Finesse, Microsoft CRM, and any other HTML5 supported applications.
With CRM integration, Hybrid Chat can:
- Push chat activities to CRM
- Auto-login with CRM user login
- Automatic customer screen-pop on chat arrival, etc., assuming that CRM APIs are available.
All of this can be done for instance in the case of Dynamics Unified Service Desk and Dynamics CRM Web through CIF (Channel Integration Framework). The same can be done for SAP Hybris using the SAP Widget Integration.