Omnichannel Handling

Enable agents to seamlessly manage both inbound and outbound calls while simultaneously engaging in chat conversations across multiple channels. This feature enables smooth transitions between calls and chats, ensuring agents can handle each interaction type independently and efficiently. Currently, supported chat integrations include WhatsApp, SMS, and web chat, offering a unified platform for streamlined communication.

Key Highlights:

Simultaneous Call and Chat Management:

• Agents can initiate outbound calls while actively engaging in one or more chat sessions.
• Agents can receive inbound calls while simultaneously managing chats.
• Agents can handle one call and multiple digital interactions (chats) simultaneously. An agent on a call can still engage in digital interactions, and vice versa.

Seamless Switching:

• Agents can easily toggle between the call interface and chat window without any interruptions to the ongoing conversations.

Independent Interaction Management:

• Each interaction type (call and chats) has its own disposal process and history logging for accurate tracking.

Agent Status on Dashboard:

• The agent’s status is displayed as BUSY when engaged in a call, chat, or both.
• The agent’s state is automatically reset whenever a new call or digital interaction is routed to them or when they dispose of an interaction while already engaged.

Admin Configuration

Assign the modes that the agents need to work on:

• Navigate to the Agent Configuration page.
• Select the required Agent Modes that the agent needs to handle.
• Under Blended Mode, the available options include:
  • Inbound
  • Manual
  • Preview
  • Progressive
  • Digital

• The modes configured by the admin will be displayed on the agent's toolbar

  • Agent should be on the Blended mode, to handle call and chat conversations simultaneously.

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    Note

    Inbound and Progressive modes will not be visible in the Blended Tab, as call routing for these modes is managed from the backend.

• All the call routing configurations will function based on your campaign and skill settings.

• For more details on how this works on the agent toolbar, refer to the Omnichannel Connect article.