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  • 1.  Outbound Call from Chat

    Posted 12-14-2021 07:18
    No replies, thread closed.
    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

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    Mo Ford
    Upgrade
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  • 2.  RE: Outbound Call from Chat

    Posted 12-15-2021 04:17
    No replies, thread closed.
    Hello,

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

    David

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    David LEFEVRE
    SABIO FRANCE SAS
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  • 3.  RE: Outbound Call from Chat

    Posted 12-15-2021 11:55
    No replies, thread closed.
    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.

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