Inviting Visitors to Join a Conversation

There is a way to invite 'third-party' visitors to join a conversation. You can invite customers or agents or agent teams.

For example, say there is already a conversation in progress and it is decided that another visitor should join. There are two ways to do this:

  • PIN: To use this method you must have a way to pass the PIN to the new visitor.

  • Email: This is a convenient method as it will email the new visitor a link that automatically signs the new visitor into the conversation on the correct page.

Note: If you want to invite a new visitor who is using a mobile device but not using an integrated app, this can still be done using either of these methods.

Invite a Customer

Note: The steps below assume a conversation is already in progress.

  1. Select the 'invite' icon . A list pops up.

    invite-visitor-dropdown.png

  2. From the list select Invite a customer. The Invite a Customer modal windows slides in from the right.

    invite-a-customer.png

    From the drop-down list you can choose to invite using PIN or email.

  3. To invite a customer using a PIN, select PIN from the drop-down list then select the Invite button. A PIN is generated.

    invite-customer-with-pin.png

    Copy the PIN and pass it to the customer. The customer can then enter the PIN and join the conversation.

  4. To use email, select email from the drop-down. A field displays allowing you to enter the email address.

    invite-a-customer-email-address.png

    Enter the email address then select the Invite button. An email containing a link is then automatically sent to the customer.

    When the customer clicks the link they are automatically added to the conversation.

Invite an Agent or Team into a Conversation

Note: The steps below assume a conversation is already in progress.

  1. Select the 'invite' icon . A list pops up.

    invite-visitor-dropdown.png

  2. Select either Invite an agent or Invite a team. A modal windows slides in from the right.

    invite-agent-to-conversation-1.png

  3. Click on the agent (or team) you wish to invite. Whether the agent (or team) is available or not, a text box opens that allows you to send a message to the agent or team.

Forwarding the Conversation

Forwarding differs from inviting in that when a Conversation is forwarded the entire Conversation is made available to the agent(s) or team(s) to whom the Conversation is forwarded but the agent who performs the action is no longer a part of that Conversation.

Forward a Conversation to an Agent or Team

  1. Select the 'Forward' icon icon-forward-1-05112018.png. A list pops up.

    forward-arrow-11122018.png

  2. Select either Forward to agent or Forward to team. The Forward Conversation to an agent modal window slides in from the right.

    forward-conversation-to-agent-11122018.png

  3. Select the agent to whom you want to forward the Conversation. A text box opens that allows you to write a message.

    forward-conversation-to-agent-2-11122018.png

  4. Write your message to the receiving agent then select the Forward button. The entire Conversation will be forwarded and you will no longer be a part of that Conversation (unless or until someone invites you).

Conversation Configuration

  • deploycloud
  • deployonprem

results matching ""

    No results matching ""