Introduction

For Inbound chat configuration, the routing logic mirrors that of Inbound voice setup. Here, you have the flexibility to design your ICR (Interactive Chat Response) similar to an IVR for voice conversations. Utilize available nodes to construct your ICR. For a deeper understanding of ICR design, refer to the ICR articles or Masterclass sessions from the product team

Configuration

When setting up your Inbound chat campaign, you can integrate your routing logic, with skills proving particularly valuable in the routing process. For further insights into Chat campaign configuration, refer to the Chat Campaign article.

Reports

For a comprehensive analysis of chat metrics and analytics, utilize the following reports:

• Digital Channels Details
• Digital Disposition Summary