Initiating a call from a messaging interaction

Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to chat, but available to take a call, the CSR can initiate a phone call in the middle of the chat to make it easier to gather the information required to resolve the issue.

Anfänger

Chat and Messaging

Englisch

Nach Abschluss dieses Moduls können Sie Folgendes:

Enable CSRs to initiate mid-chat calls by assigning the click-to-call skill to CSRs and enabling computer telephony integration.

Initiate an outbound phone call from a messaging interaction.

In der folgenden Mission verfügbar:

Pega Digital Messaging v3

Themen

Initiating a phone call from a messaging interaction

5 Min.

Modulquiz

5 Min.