Cross-Channel Connect

This article details the process of agents managing WhatsApp chats while engaged in a call with the same customer. This functionality works when the agent operates in blended mode.

As an agent, the following steps guide you in managing the chat while concurrently handling a call.

  1. When operating in blended mode and connected with the customer via a call, click the 'Message' button to initiate the chat.

  2. A pop-up window will appear with WhatsApp as the message type and the customer's number auto-populated. Choose from the pre-defined template of your preference, and then click the 'Send' button.

  3. Upon the customer's reply to the chat, the agent will be notified to answer and continue the conversation.

  4. While the call remains active, the agent can engage in chat communication with the customer, facilitating the sharing of files or documents.

  5. Conclude the chat conversation by utilizing the designated button for disposal. It's important to note that even after disposing of the chat conversation, the call will continue to remain active.