Original Message:
Sent: 05-30-2024 01:09
From: garima balodi
Subject: Deflection of async message interaction to any other channel.
Hi Deepti ,
You are correct , the more common use case is to deflect voice calls to other channels like facebook , as also covered in developer blueprint .
The vice-versa case , wherein you want to deflect chat/messages to voice can be catered to inside the messaging inqueue flow .So the flow will be somewhat like :
chat/messaging conversation came -> due to no agent availability it will wait inqueue -> inqueue flow to check for the amount of time this chat is waiting and if it exceeds certain thresholds like 5 mints -> inqueue flow to call a data action(for scheduling callback) that will schedule a callback for this user-> let the user know that he will receive a callback and end the chat .
Also , you might want to double check , If the user is chatting from his desktop or mobile .
Please note : Genesys creates 2 conversations in this way - one is the original chat + other for callback.
In case , an agent is already on chat with cust and cust requests to switch on a voice call , this alternative could be explored too : https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/
Hope that helps :)
Regards
Garima Balodi.
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Regards
Garima.
Original Message:
Sent: 05-17-2024 01:48
From: Deepti Srivastava
Subject: Deflection of async message interaction to any other channel.
Hi Angelo,
is there any information available regarding
use case for this, if the deflection can happen,
- From Web Messaging/open messaging to other channels (E.g. Voice) in case of no advisor availability.
As Genesys Cloud Developer Blueprint available for reducing call volume by deflecting voice calls to a messaging channel.
the same type of expected for async chat, to reduce message interaction volume by deflecting message interaction to a voice channel.
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Deepti Srivastava
Accenture Solutions Private Limited
Original Message:
Sent: 05-15-2024 06:57
From: Deepti Srivastava
Subject: Deflection of async message interaction to any other channel.
There could be two use cases for this ,if the deflection can happen,
- From Web Messaging/open messaging to other channels (E.g. Voice) in case of no advisor availability.
- From Web Messaging/open messaging to schedule a callback in case of no advisor availability.
Regards,
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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:
- From Inbound Voice to Web Messaging, OR,
- 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?
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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,
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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?
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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
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Deepti Srivastava
Accenture Solutions Private Limited
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