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Configuring Chat Queue Email Fallback

Stagnating chat requests in a queue for too long is not desirable to customers. So, you can direct chat requests waiting in a queue longer than a specified time to send an email as a fall back.

Use the Chat Queue, Email tab to offer overflow chat interactions the opportunity to leave an email rather than continue waiting for a chat agent.

The Emaill tab allows you to:

To configure Email fall back for a chat queue:

  1. Click Email tab.

    Figure 72: Chat Queue > Email Tab

  2. Select or Enable Email settings and configure the desired settings as follows:

    Table 34: Summary of Chat Queue page, Email tab options

    Chat Queue page, Email tab option Description

    Enable Email

    Select to enable the Virtual Contact Center to offer overflow chat interactions the option of leaving an email message rather than continue waiting.

    Offer Email after

    Select a time period from the menu to indicate how long a chat interaction must wait in the chat queue before being offered the option of leaving an email message.

    Email Prompt Msg

    Type the question the Virtual Contact Center asks the user when offering overflow chat interactions the option of leaving an email message.

    For example, All our No agents are busy. Would you like to send an email?

    Email Sent Msg

    Type the confirmation message the Virtual Contact Center sends after receiving an email message from an overflow chat interaction.

    For example, Thank you, your email has been sent.

    Send Email to Channel

    Select the destination email Channel to send messages sent from an overflow chat interaction.

    Force email after office hours

    Select to automatically direct the user to leave an email message whenever the chat queue's is closed for business.

    For more information about configuring chat queue hours of operation, see Summary of Chat Queue ICR Tab Options, on page 1

    Enable survey when forcing after office hours email

    If Force email after office hour is selected, select Enable survey when force email to offer the overflow chat interaction the opportunity to complete a customer chat survey. This requires the chat survey to be set up in the Support Center.

    For information on setting up chat survey in the Support Center see See "Summary of Support Center Properties Tab Options".

    Force email header message

    If Force email after office hour is selected, type the header of email messages sent.

    For example, a chat interaction could not be serviced because it was received during closed hours.

    Figure 73: Enabling Email Fall Back for a Chat Queue

  3. Click Save to complete your chat queue configuration.

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