A chat channel facilitates communication of interactions in and out of a Virtual Contact Center tenant. When an interaction comes to the channel via chat, it is directed to the appropriate queues via skill-based routing rules.
To receive or send chats using the Virtual Contact Center for Zendesk, you must:
The data lookup for searching the CRM is via an email address. To trigger a chat request, customers must enter an email ID.
If the application is open, when a chat is offered, the Chat tab blinks red indicating an inbound interaction. Click the chat tab to accept the chat.
To accept a chat:
Handle the chat interaction with the customer. The Search tab allows you to see the matching records or add your Wrap up notes.
Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.
The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to add more notes for the chat.
Note: Your administrator sets the post-processing timer. If the post-processing countdown interval reaches zero, Virtual Contact Center for Zendesk automatically sets your status to Available.
|Product version 3.1||
Open topic with navigation