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Chat

If your CX instance has webchat enabled as a customer contact channel, this guide provides information on how to handle these as inbound interactions.

Inbound Chats Notifications​

When an inbound chat is routed to a CX softphone the following notification will appear:

Active Chat Screen​

The following screen is presented to the contact centre agent for an active chat.

To add note around Chat controls

Chat Bots​

In some CX deployments, a chatbot may be deployed. If a chatbot is deployed, then the chat transcript of the conversation between the customer and chatbot will appear.

Templates​

Like Email & SMS, templates can be used to send pre-defined outbound messages templates to customers.

To include a template in the message, select the template icon, and select the required template.

If desired, enter a search term, then select the Template.

Transferring Chats​

Transferring all non-voice interactions is carried out in the same way. Please refer to Workspace Transfers

Wrap Codes & Notes​

Entering a wrap code is an optional step, which applies to all interaction types. Please refer to ACW Wrap Codes