Chats in Agent Workspace
In Agent Workspace, it is possible to engage in chats via the following channels:
Webchat
WhatsApp
SMS
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Initiating a new chat (WhatsApp only)
It is not possible to send an outbound webchat message.
To start a new chat, go to Agent Workspace → New WhatsApp chat.
In the new chat window, select the sender and enter the telephone number that you want to contact. Once you are ready, press the Start chat button.
Receiving a new chat
To receive an incoming chat using Agent Workspace, you must set your presence state in Agent Workspace to Ready. For information about setting your presence state, see Changing presence states in Agent Workspace.
When you receive an incoming chat, an interaction card appears in the conversation log. For information about interaction cards for chats, see Interactions in Agent Workspace. If enabled for your account, the chat is automatically accepted on your behalf. Otherwise, Accept and Reject buttons appear in the interaction card. To accept the chat, click Accept. (To reject the chat, click Reject. The chat is returned to the queue and routed to the next agent.)
To work with the accepted chat, you must select it in the conversation log to open it in the conversation window. For information about chats in the conversation window, see Interactions in Agent Workspace. When you select the chat, the indication that the chat is new disappears.
The origin of the message can be identified by checking the icon next to the message.
Icon | Channel |
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Unknown Attachment | Webchat |
Unknown Attachment | SMS |
Unknown Attachment |
Webchat
SMS
The messages that the contact has sent appear.
Sending a reply
To reply to a chat, select the interaction you want to reply to in the conversation log. The interaction opens in the conversation window. The conversation window contains information about the chat, including the messages that have been sent and received, and who sent them and when.
At the bottom of the conversation window, the text input area appears.
Make sure you're on the Reply tab and type your reply, selecting Shift+Enter to add a new line. You can add emojis if you want to; click the emoji icon to open the emoji menu.
When you have finished typing your reply, send it by selecting Enter on your keyboard or by clicking Send.
Your message appears in the conversation window.
Transferring chats
It is only possible to transfer a chat. Consultations are not available.
If needed, you can transfer your chat to another agent or an interaction plan.
To transfer the chat, go to the top right corner of your conversation and click the Transfer icon.
The application opens a list of available agents (agents whose status is set to Ready). Select the agent to whom you want to transfer the chat from the list by clicking directly on the Transfer button:
You can narrow your search down. To do that, open the drop-down list by the search bar in the pop-up and select one of the following:
Unknown Attachment
Once the chat is routed to the receiving agent, they can either accept it or reject it. If the agent accepts the transfer, you receive a notification and can no longer send messages in this chat. If the agent rejects the transfer, your chat continues, and you must select another agent to transfer the chat to.
For general assistance, please contact Customer Support.
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