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.
To send messages via Virtual Office app and (as expert):
Look for the agent in the Company Directory. The agent’s presence status is indicated as online or offline.
Note: As soon as an agent logs in to , their presence appears as online until the agent logs out. The agent's status at a granular level, such as Work Offline or On Break, is not visible to the Virtual Office user (expert).
If the VCC agent is logged in to Agent Console, they see the message right away. Otherwise, their presence shows offline and the messages send by the expert, will be lost.
Note: We recommend the agent to log in to both Virtual Office app and Agent Console at the beginning of each work day to receive chat messages. It ensures continuity and prevents any loss of messages sent after the VCC agent logs out from Agent Console.
To receive messages as a Virtual Contact Center agent:
Note: You can send HTML, rich text, formatted texts, lists, links to images, but not an image or file attachments via your messaging.
Click End to finish the chat.
If the expert logs out of Virtual Office desktop app or Virtual Office mobile app, they can still get all messages after they log back in. However, there is no indication for the agent to know if the expert is logged out or not.
Note: We recommend the Virtual Contact Center agent to log in to both Virtual Office app and Agent Console at the beginning of each work day to receive chat messages. It ensures continuity and prevents any loss of messages sent after the VCC agent logs out from Agent Console.
|Feature||Virtual Office (VO) Desktop and Mobile App||Virtual Contact Center (VCC) Internal Messaging|
Experts can see the agent's presence in VO.
|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.||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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