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* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
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June 7, 2022 -- Chat interactions handling in WebAgent

Introducing, Chat interactions handling in now available in WebAgent.

Highlights

  1. WebAgent is now able to handle chat interactions.

  2. Agents can receive multiple chat interactions.

  3. When a chat interaction comes in, it’s placed in a queue and the Agent receives a notification.

  4. All chat interactions display information collected about the client, such as phone number and email, as well as information about the device used by the client to chat, such as IP address, browser, device type and platform.

  5. Clients can use a mobile device and send SMS messages to a chat queue as well.

    1. An SMS tag appears next to the phone number

    2. No detailed information is displayed about the incoming SMS message, aside from the phone number.

    3. The first message in the interaction appears in a butter-colored bubble. All other messages appear in a white bubble. Because Agents can scroll through the messages, they can easily see where the interaction started.

    4. The messages will never be lost. If a customer starts a new SMS interaction from the same number on a different day, the Agent can continue to see all previous SMS interactions. The first message from the current session will appear in a butter-colored bubble. Therefore, the Agent will always know which was the first message in any given session.

 

How do I get this feature?

  • The new feature will be automatically available for use.

  • No intervention is required from a Service Provider.


Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)