Campaign Configuration

Setting up an Inbound chat campaign mirrors the process for a voice campaign, with the only difference being the selection of the chat campaign type. The remaining configuration steps are nearly identical. For further insights into Chat campaign configuration, refer to the Chat Campaign article.

Concurrent Chats Limit

To ensure efficient communication and optimal agent performance, there is a maximum limit of 20 concurrent chats per agent.

Chat while on call

While actively engaged in a call with a customer, agents can manage WhatsApp chats seamlessly using the CloudAgent toolbar. It's important to note that this feature is exclusively available when the agent is operating in blended mode.

Benefits

• Enhanced Agent Productivity: With the ability to manage WhatsApp chats during a call, agents can accomplish more tasks within a single interaction, increasing overall productivity.
• Comprehensive Data Collection: Integrating chat conversations with voice calls enables agents to gather comprehensive customer data and insights, facilitating a better understanding of customer needs and preferences for future interactions.
• Efficient Issue Resolution: With the ability to manage both voice calls and WhatsApp chats in real-time, agents can efficiently address customer inquiries, leading to faster issue resolution and improved service delivery.

How to use the agent toolbar

For detailed instructions on utilizing this feature via the agent toolbar, please refer to the Cross-Channel Connect article.

Chat Inactivity Rule (WhatsApp/Webchat)

To prevent agents from waiting indefinitely for a customer's response, you can use the agent setting "Chat Inactivity Rules" . This setting allows you to configure automated follow-up messages to be sent to customers after a period of inactivity.

Configure the "Chat Inactivity Rules" setting in the following format:

[
{ "action": "alert", "msg": "test one disconnect", "timeoutInSec": 30 },
{ "action": "alert", "msg": "test two disconnect", "timeoutInSec": 50 },
{ "action": "disconnect", "msg": "disconnecting", "timeoutInSec": 100 }
]

In this example, two alerts are sent at 30 and 50 seconds of customer inactivity in the chat. The first alert (at 30 seconds) sends the message "test one disconnect," and the second alert (at 50 seconds) sends the message "test two disconnect." After these two alerts, the action changes to "disconnect," which will end the chat at 100 seconds with the message "disconnecting."

If the customer responds at any point during this cycle, the timer resets, and the process starts over from the beginning.