Omnichannel Connect

This guide outlines the steps for agents to effectively handle chat and call conversations simultaneously, utilizing the Blended mode functionality.

Follow these steps to seamlessly handle chat conversations and calls simultaneously:

1. In Blended mode, agents can work across any assigned modes. They can manage multiple chat conversations at once, but can only handle one call at a time.

   
   

2. Pop-up notifications will alert agents whenever an inbound call or chat is received.

   

3. While on an active call, agents can continue engaging in chat conversations with multiple customers. To start an outbound chat, simply click the Message Icon located within the call controls.

4. Each conversation (call or chat) must be disposed of separately. Use the designated Dispose button to conclude a chat session.

   

5. To switch between the call and chat conversations use the available buttons for navigation.

   

   This workflow ensures smooth multitasking and effective management of both call and chat interactions.