Instant Messaging via the Contact Card
Agents are able to receive instant messages via the Agent dashboard and interact with clients via the contact card.
Step 1: All incoming instant messages will be served to an Agent that matches the properties of the interaction. A pop-up screen will appear to notify the agent of the incoming interaction.
Step 2:Accepting the interaction will cause the contact card to open and the message from the client to appear.
Step 3: You are able to reply to the client from the contact card.
Step 4: Once you have assisted the client with their query you can either end the interaction or select from available dispositions.
Once the interaction has been completed (by selecting a disposition or clicking on the “end” button) the contact card will update with the relevant information.
When you have multiple contact card tabs open at once if one of those tabs is an Instant message the tab will change color when receiving a new message from a client.
If an Instant message is older than 24 hours, you will see a text notification stating that the message is expired.