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Info title Note If the Collect User Information screen was presented upon chat initiation, any relevant fields that were entered on that screen will automatically be populated in the Email screen. If the Collect User Information screen was not presented previously, the customer will have to manually complete the fields before submitting the email. The email will be sent to the specified email address.
Ask customer to leave a callback, send request to queue: Choose to display a message for the customer to request a callback. Enter the queue where the callback request should be sent.
Info title Note Callbacks can only be sent to Dial Out queues, if no Dial Out queues are available, callbacks cannot be requested.
You can preview the message option in the chat window displayed in the Styling tab.Info title Note If the Collect User Information screen was presented upon chat initiation, any relevant fields that were entered on that screen will automatically be populated in the Email screen. If the Collect User Information screen was not presented previously, the customer will have to manually complete the fields before submitting the email. The email will be sent to the specified email address.
- Reroute visitor to queue X with priority Y: Choose a queue to which to reroute the customer, and then choose the priority.
If the customer is rerouted to another queue, and the Collect Customer Information screen is enabled for that queue, the customer will not be asked to enter any information, regardless of whether or not information was entered initially. Instead, the customer will immediately enter queue treatment in the new queue. - Redirect visitor to URL: Enter a URL address for the location you want to send the customer if the dequeue time is reached. Once the dequeue time is reached, the customer will be transferred automatically to the specified location.
- Display message: Enter the message you want the customer to see if the dequeue time is reached.
Messages to show while waiting in queue
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In the Message field box, type the text you wish to present to the client while the client is waiting customer while they wait in queue. In the Duration field box, enter the duration the message is to be displayed.
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If multiple messages are added, they will be displayed appear in rotation on the Wait in Queue screen , and will loop continuously until an Agent responds to the chat or until the dequeue time is reached (if the dequeue option is selected). If the queue is closed or unattended, these messages will not be displayed, rather and the customer will enter the defined queue closed treatment.
Click Add to add as many message fields boxes as you requireneeded. To delete a message, click Delete, located to the right of the message.
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