Hi All,

how to deflect async message interaction (via web messaging/open messaging) to other channels. 

Regards,

Hi @Deepti Srivastava - Can you elaborate on use-case?

Hi All,

how to deflect async message interaction (via web messaging/open messaging) to other channels. 

Regards,

Hi Angelo,

There is a scenario, if there is high volume of customer, so system should be able to control the volume of customers offered Async chat, and direct customers to other channels if there is no advisor availability.

Regards,

Hi @Deepti Srivastava - Can you elaborate on use-case?

Hi All,

how to deflect async message interaction (via web messaging/open messaging) to other channels. 

Regards,

Unclear if you are trying to deflect:

1. From Inbound Voice to Web Messaging, OR,
2. From Web Messaging to other Async channels.

If #2 what is the expectation? Do you have an actual scenario to describe?

We are exploring to offer email-address capture during Inbound Message, so that when Agents reply, the response(s) are sent via Email to End-User, not sure if that's what you expect?

Hi Angelo,

There is a scenario, if there is high volume of customer, so system should be able to control the volume of customers offered Async chat, and direct customers to other channels if there is no advisor availability.

Regards,

Hi @Deepti Srivastava - Can you elaborate on use-case?

Hi All,

how to deflect async message interaction (via web messaging/open messaging) to other channels. 

Regards,

There could be two use cases for this ,if the deflection can happen,

1. From Web Messaging/open messaging to other channels (E.g. Voice) in case of no advisor availability.
2. From Web Messaging/open messaging to schedule a callback in case of no advisor availability.

Regards,

------------------------------
Deepti Srivastava
Accenture Solutions Private Limited

Original Message:
Sent: 05-15-2024 06:33
From: Angelo Cicchitto
Subject: Deflection of async message interaction to any other channel.

Unclear if you are trying to deflect:

1. From Inbound Voice to Web Messaging, OR,
2. From Web Messaging to other Async channels.

If #2 what is the expectation? Do you have an actual scenario to describe?

We are exploring to offer email-address capture during Inbound Message, so that when Agents reply, the response(s) are sent via Email to End-User, not sure if that's what you expect?

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 05-15-2024 06:25
From: Deepti Srivastava
Subject: Deflection of async message interaction to any other channel.

Hi Angelo,

There is a scenario, if there is high volume of customer, so system should be able to control the volume of customers offered Async chat, and direct customers to other channels if there is no advisor availability.

Regards,

------------------------------
Deepti Srivastava
Accenture Solutions Private Limited

Original Message:
Sent: 05-15-2024 05:33
From: Angelo Cicchitto
Subject: Deflection of async message interaction to any other channel.

Hi @Deepti Srivastava - Can you elaborate on use-case?

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 05-15-2024 03:58
From: Deepti Srivastava
Subject: Deflection of async message interaction to any other channel.

Hi All,

how to deflect async message interaction (via web messaging/open messaging) to other channels. 

Regards,

#DigitalChannels

------------------------------
Deepti Srivastava
Accenture Solutions Private Limited
------------------------------