Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Outbound Call from Chat

    Posted 12-14-2021 07:18
    Hello,

    What would be the best way to initiate allow and agent that has an active chat with a customer to place an outbound call to that customer from either the chat or a script?
    #ArchitectureandDesign
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)
    #Unsure/Other

    ------------------------------
    Mo Ford
    Upgrade
    ------------------------------


  • 2.  RE: Outbound Call from Chat

    Posted 12-15-2021 04:17
    Hello,

    I think the best way is to add a callback button in the script.

    David

    ------------------------------
    David LEFEVRE
    SABIO FRANCE SAS
    ------------------------------

    Original Message


  • 3.  RE: Outbound Call from Chat

    GENESYS
    Posted 12-15-2021 11:55
    Mo,

    You can do this directly today in Genesys Cloud without an agent script using the channel switching feature: https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/.  While the agent is handling the chat they can click the '+' icon to switch to the voice channel, assuming the customer has a number registered on their contact record.

    If you aren't using Genesys External Contact records then you'd have to create a Data Action to place that call, and then invoke that Data Action from the agent script via a button or link.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources