5/17/2023 0 Comments Rocketchat omnichannel![]() When you hover the cursor on a session, you'll see the X button, and if you select the button, a confirmation dialog is shown to you. You can close any session manually by selecting the X button next to the session title. After you end the chat, the chat history will not be shown when the customer comes back a fresh chat session is initiated instead. You must confirm with the customer that their issue is resolved, and then end the session by selecting End. You shouldn't end the conversation instead, you should close the conversation so that it is moved into a waiting state, which is typically 28 days or the value that is configured in the workstream. If your organization has chosen persistent chat as the mode of conversation, you should make sure of the following: Again, you can switch back to case session and the data entered is present for you to continue. Now, you get a notification about the incoming conversation and you accept the request, which leads to starting of a new session. When you switch sessions, unsaved changes are not lost and you can continue to work on them.įor example, you are working on a case by entering the title of the case and not yet saved the form. To learn more, see Manually start a session using the gestures and View communication panel. You can open these applications using the gestures and the options in the communication panel. You can open applications such as KB Search, Open records, and any Line-of-Business applications made available in the application tab panel sitemap. This starts a new session and the Active Conversation page is loaded with context of the session. The Pick option is available in Open work items streams.Īs an agent, when you are working on a case, you get an incoming conversation request, and you accept the request. The Open option is available for My work items and Closed work items streams. ) and select Open or Pick to start the session. You can start a session on a channel manually from the Omnichannel Agent Dashboard. You can also select the Open option from the Omnichannel Agent Dashboard to start a case or contact session. You can press Shift and select the work item to open a case or contact session. Use a combination of keyboard and mouse-click gesture to start a session. Manually start a session using the gestures Contact and Case session In addition, the communication panel is displayed so you can communicate with the customer. When you start a session from a notification request that is a chat or SMS channel, the presence status is updated as per the configuration set for you by your administrator. Automatically start a session using the incoming notification.The KB Search page opens in the app tab panel.Īs an agent, you can start the sessions in two ways:.The Active Conversation page is loaded with the details of customer such as contact or account name, case, and conversation summary.The Communication panel is displayed so you can interact and exchange messages with the customer.The presence status is updated as per the configuration set by your administrator.
0 Comments
Leave a Reply. |