Configuring chat queues and routing

You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any customer service representative (CSR) or a specialist CSR for a given subject. This module explains how to create chat queues and how to configure intelligent routing conditions to route customer requests to a specific queue based on context data.

Beginner

Chat and Messaging

Constellation

Inglês

Depois de concluir este módulo, você deverá ser capaz de:

Configure a chat queue.

Configure pre-chat questions for a queue.

Route customers to a specific queue based on context data.

Disponível na seguinte missão:

Pega Digital Messaging v5

Tópicos

Customer to CSR connection

5 min

Creating and adding skills

5 min

Configuring a messaging queue

10 min

Chat routing

10 min

Routing based on context data

5 min

Quiz do módulo

5 min