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Using Asynchronous Chat with Oracle Messaging
Answer ID 12687 |
Last Review Date 09/01/2023
How can I start an Asynchronous Chat from incidents created through Social Messaging?
Environment:
Chat, Browser UI, Oracle Messaging
Oracle B2C Service
Resolution:
Agents handling chats within the Browser UI can easily send responses to customers, at any time, by reengaging in the conversation from within the incident workspace
- This allows the agent to continue the conversation asynchronously
- To serve the customer within their channel of choice
- Is especially helpful for longer running service conversations when agents need to update customers outside of a traditional live chat interaction
For Agents Handling Chats in the Browser User Interface
When Oracle Messaging is deployed and a customer sends messages through a Social Messaging channel, agents handling chats within the Browser UI can send a Chat response at any time through the same channel. When the agent clicks the Chat icon on an incident...
- A new engagement is created
- The related toast notification displays for the agent
- The agent must accept the toast notification, this is required in order to continue the chat session
- If an agent is required to follow-up on a previous live chat session, and clicks the Asynchronous Chat button on the related incident, then the Chat Queue of the new engagement is the same as it was for the original chat
- If the Asynchronous Chat is started from an Off-Hours incident, the agent will be prompted to select the Chat Queue for the new engagement to be routed to
- The Chat Queue list includes the queues assigned to the agent's profile. This prompt appears every time a new Asynchronous Chat is started from an Off-Hours incident. Currently, it is not possible to set a default Chat Queue for this scenario
- The agent can now send a response to the customer. The agent can type a message, use standard text, use an answer, or copy & paste text into the Public Response section of the Engagement Panel
For more information on how to setup Oracle Messaging Off-Hours, please see Answer Link Oracle Messaging Off-Hours Configuration.
For Administrators to Enable Asynchronous Chat
The Chat icon is not included in the standard incident workspace and must be added to the custom incident workspace set on the agent's profile by a site administrator. Requirements and more information can be found in the Use Asynchronous Chat to Continue a Social Messaging Chat section of the Browser User Interface Online User Guide.
Note: The Asynchronous Chat button is grayed out for any incident that is not created via Oracle Messaging
