While in an active Zoom Contact Center messaging engagement (web chat, in-app chat, SMS, WhatsApp, Facebook, or Instagram), you can access messaging controls like transferring the chat or upgrading to a video engagement.
The top bar displays several controls, including the consumer's display name, engagement duration, and real-time customer sentiment rating. Agents can use the sentiment rating to adapt their conversation style based on the consumer's current sentiment.
Click the release icon to return the active chat engagement to the queue. The consumer will receive a chat notification that you've ended the chat.
Note : This is only available for web chat and in-app chat engagements.
Click the transfer icon to transfer the active chat engagement to another queue or agent. You will see a pop-up window where you can search for a queue or agent, then select one to transfer the chat to.
If you're transferring a messaging engagement to a messaging queue with an agent routing profile, you will be prompted to select a proficiency for each skill category in the agent routing profile. Use the drop-down menus to select proficiencies, then click Transfer .
Notes :
Follow these steps to upgrade the active messaging engagement to a voice engagement.
Note: To enable agents to upgrade a chat engagement to a voice call, a phone number must be assigned to the chat queue. In the messaging queue settings, navigate to the Channel Upgrade tab, select Upgrade to Voice, and click Assign Number next to Outbound Calls.
Click the video icon to upgrade the active messaging engagement to a video engagement, then click Upgrade .
Notes :
Click the video icon to upgrade the active messaging engagement to a video engagement. When prompted, select one of these options:
Click Send and Upgrade . You will automatically upgrade to the video engagement when the consumer joins the video engagement.
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Click End to end the active messaging engagement and enter the wrap-up duration.
The following controls are available below the messaging text box.
Notes :
The right-side panel contains the Profile and Engagement tabs.
For accounts with US/Canada virtual private numbers for SMS, consumers can opt out of SMS by responding STOP to the associated number. Once a consumer opts out, agents will not be allowed to send messages to the consumer's phone number. Agents will see an error message stating that SMS can't be sent because the consumer has opted out. If the consumer sends a message to the phone number again, then agents will be allowed to send messages to the consumer again.