KellynDuBois | 2023-03-24 15:26:17 UTC | #1
Can a voice call move to a chat/message?
My customer wants to offer a voice call waiting in queue the option to transfer to their chat/message queues because they are able to handle their chat/message queues faster than voice queues. Is it possible to send a link to a voice caller's ani with a link to a chat queue or something like that? or maybe launch an outbound sms? i'm looking to see if this is possible and ideas. Architect only allows me to transfer to Inbound/In-Queue call flows
tim.smith | 2023-04-10 19:57:35 UTC | #2
You would need to build an integration with a messaging offering that is able to initiate outbound communication with an alternative endpoint the customer has provided to you, such as SMS or a messaging integration via whatsapp/facebook/etc. This would be a custom solution; there's not an out of the box way to do what you're asking because voice technology has no means to convert itself into a non-voice medium (e.g. a landline telephone does not have a chat interface and a mobile cellphone voice call has no ability to transform itself into an unrelated SMS message).
system | 2023-05-10 19:57:54 UTC | #3
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