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Send and Receive Messages with 8x8 Expert Connect

Agents and experts of the same organization as agents, can initiate chat conversations with agents, using Virtual Office desktop app or Virtual Office mobile app. Experts can check the agent's presence (online or offline status) via the Virtual Office app.

Messaging Between Virtual Office and Virtual Contact Center

Feature Virtual Office (VO) Desktop and Mobile App Virtual Contact Center (VCC) Internal Messaging
See Presence

Experts can see the agent's presence in VO.

  • Online (logged in)
  • Offline (logged out)
Agents cannot see the expert's presence in VCC chat window.
Send Messages Sender must be logged in to VO to send messages. Sender must be logged in to VCC  to send messages.
Receive Messages Receiver does not have to be logged in to VO to receive messages. They can retrieve messages historically. Receiver must be logged in to VCC to receive messages.
See Message History Expert can see full message history in VO. AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. can see the last 30 messages of the expert in VCC chat window.
Send HTML/Rich Text/Images Expert cannot send HTML and rich text; only links are supported. Agent can send text formatting, lists, images and links.
Send File Attachments Expert can send file attachments such as images, videos, and documents via VO. n/a
See Read Receipts/ Indicators Experts see the typing indicator when the agent is typing. Agents do not receive any Read receipt but see a typing indicator when the agents type.
Access Chat Transcripts and Monitoring Is not provided for VO chat. It is accessed by the supervisor and configured per agent group, chat queue, or tenant.
Send GroupA group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary’s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members. Chat on Public or Private Rooms Group chat is available to the expert and via VO app. Only 1:1 chat is available to agents via VCC.

 


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