Genesys Cloud - Main

Hi All,

First time posting so hope this is the right place. Looking to see if a Chat agent can create a callback.

Example use case would be an agent is on chat with a customer to complete a change of tenacey (customer moving from one property to another) . Rather than the chat agent try to process a move out and a move in to a new premises, could the chat agent create a callback for a skilled group/ queue skilled set of inbound agent to phone the customer at an agreed time? Is it as simple as adding the callback permissions to a chat agent?

I know Chat agents can transfer chats to call queues, but the interaction stays as a Chat. Looking for ways we can "convert" to a call?

Many thanks 

Brian

#Conversational AI (Bots, Agent Assist, etc.)

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Brian Greene
Scottish Power plc
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A couple of ways.  First, you could have a script with the ability to schedule the callback and use the callback API to create the scheduled callback.  Second, you could deploy the scheduled callback on your website to allow anyone to schedule the callback and have agents pull up that page when they need to schedule. Lastly, you could convert the contact to a contact and add a phone number and do a channel switch in the roster. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Hi Robert,

Thanks for the ideas. The option to convert the contact to a contact and add a phone number and do a channel switch in the roster. This options seems to be a more likely process for our business. Are you able to elabrate on how we go about switching the roster?

The main idea in our heads it to turn a webchat into an outbound or virtual call on hold, for agent with a unique skill set to handle the customer query when they become available. 

Thanks

Here is the article for channel switching:  Switch channels for an interaction - Genesys Cloud Resource Center (mypurecloud.com)

The premise is that you have a phone number associated with your external contact's email address and from there you can just switch between the channels.