If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. When you select a contact from the Assigned Contacts view in the Communication tab, the list of channels and phone numbers available for a contact is displayed in the Contact Information area. To reactivate the chat interaction, click Create WhatsApp Interaction ( ) to open the Chat interaction view. In the Assigned Contacts view, select the contact.Īll previous interactions that your contact center has had with the contact are displayed in the transcript area on the right.In the Connect group, select the Communication tab.To reactivate an interaction that is closed and marked as Done, perform these steps: To reactivate the session, type your message in the Message field and click Send. You can scroll through it or use the Search feature to find messages containing keywords.
If you have not yet marked a closed interaction as Done, in the Conversation tab, the transcript of your current interaction and all previous chat interactions with the contact is displayed. If your account is enabled for asynchronous chat, you can continue an interaction after the initial interaction is ended by using the Conversation tab in the interaction window or the Communication tab. Perhaps you had to take time to find additional information for the contact or start a business process in your company before continuing the conversation. However, sometimes you must continue a WhatsApp conversation. To close the interaction, you must mark it as Done. If either you or the contact ends the session, the interaction is done. You handle the interaction by exchanging messages with your contact. There might also be tabs on the right side of the view that contain contact information, history, and other features.
It includes all the controls, information about the WhatsApp (Case Information), and Disposition and Note tabs where you can add information about the email. When you accept a message, the WhatsApp interaction view opens on your Agent Workspace. When you receive a WhatsApp it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message.
This means that WhatsApp interactions are directed to these agents upon login. TipIn some environments, agent status is set to Ready when the agent logs in.
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