- complete, an agent can disposition the conversation to track any new activity to the Contact record.
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Agent InboxThis version provides agents the ability to view and reply to SMS and Email messages directly from the agent desktop. Inbound SMS and Email messages are now displayed in the Inbox tab of the agent panel. Image Added SMS channel features: - Agents can respond to inbound SMS on the agent desktop.
- For any SMS campaigns or transactional outbound SMS, any reply backs are pooled into an Agent Inbox called an SMS Group Queue.
- Agents skilled to handle SMS can pull a conversation into their own personal queue and SMS back.
- Once an SMS is assigned to an agent’s personal queue, any subsequent inbound SMS will only go to that agent until the end of the day, or if an agent resolves the conversation or puts the conversation back to the Group Queue.
- Inbound SMS will only show if a customer is responding back from an outbound SMS that originated from the LiveVox platform.
To view an SMS message, select the message from the personal or group queue channel options. Image Added The tab displays the available messages under the selected channel (Group or Personal): Image Added - Agents handling SMS conversations can view any associated Contact details, Notes, or History.
- Agents can respond using predefined templates or free-form.
- Agents can disposition any SMS interaction to ensure outcome changes are registered to the account.
- All SMS interactions, whether outbound or inbound are associated to the Contact History.
Image Added SMS Group channel options: The available options for a SMS in the group channel are: - Reply. Assigns to the agent's queue and opens the email widget for reply.
- Open Contact Details, Contact History, and Contact Notes
- Mark as new
- Assign to agent queue. This option is available in the more options menu (three dot button).
Image Added
SMS Personal channel options: The available options for an email in the personal channel are: - Reply. Opens the email widget for reply.
- Open Contact Details, Contact History, and Contact Notes
- Mark as new
- Move back to the queue. This option is available in the more options menu (three dot button).
- Resolve. This option is available in the more options menu (three dot button).
Image Added E-mail channel features: - Agents can respond to an inbound e-mail on the agent desktop.
- Inbound Emails are pooled into an agent Inbox called an e-mail Group Queue.
- Agents skilled to handle e-mail can pull a conversation into their own personal queue.
- Once an Email is assigned to an Agent’s personal queue, any subsequent inbound e-mail goes only to that agent until the end of the day, or if an Agent resolves the conversation or puts the conversation back to the e-mail Group Queue.
- Unlike SMS, inbound e-mail can be received without an associated outbound e-mail message.
To view an e-mail message, select the message from the personal or group queue channel options. Image Added The tab displays the available messages under the selected channel (Group or Personal): Image Added - Agents can respond back to e-mail using predefined templates or free-form messages.
- Agents can disposition any e-mail interaction and ensure outcome changes or events are registered to the account.
- All e-mail interactions, whether outbound or inbound are associated to the Contact History or the E-mail address if Account is not available.
- Automatic e-mail replies can be configured for the first initial inbound e-mail response.
Image Added E-mail Group channel options: The available options for an e-mail in the group channel are: - Reply. Assigns to agent queue and opens the email widget for reply.
- Open Contact Details, Contact History, and Contact Notes.
- Mark as new.
- Assign to agent queue. This option is available in the more options menu (three dot button).
Image Added E-mail Personal channel options: The available options for an e-mail in the personal channel are: - Reply. Opens the email widget for reply.
- Open Contact Details, Contact History, and Contact Notes.
- Mark as new.
- Move back to the queue. This option is available in the more options menu (three dot button).
- Resolve. This option is available in the more options menu (three dot button).
Image Added Ability to Add Notes to an Account When Not |