I'm writing a quick article in response to a question I received on another post inquiring if it was possible to open an external webpage instead of a Customer Portal page when the "Chat Now" link is clicked. Using standard functionality, this isn't possible, but using the techniques I've described in my other Syndicated Widget articles we can modify the core behavior to match our requirements.

When calling create and update functions from within Customer Portal code, the system requires the use of checks via the RightNow\Libraries\AbuseDetection library method isAbuse(), to ensure the CP endpoint is not under a DOS or similar attack. This is helpful, in theory at least, because it ensures that your CP site is mostly protected from these sorts of attack, but this can cause major headaches when building out more complex solutions. 3 out of 4 scenarios below require some level of workaround, depending on your use-case: