Paul_HOGIE | 2022-03-15 22:30:47 UTC | #1
Hi all That’s my first post so maybe in wrong category or dummy ! 😁
I have a flow pushing a specific script on agents This script writes into a crm the current queue where the interaction comes from.this enable customer reply to be placed in this queue in case of response
However I would like to link another script to my queues to enable agent to make Manuel outbound interactions (emails) and be able to attach this interaction to this queue inside the crm
My question is the following : Does this new script will affect the script provided from the flow ? Which script is priorities between the script from flow and the one attached to the queue?
Is it possible to attach a script to a Manuel outbound interaction (the create interaction bottin )creation ? Many thanks
Anton_Vroon | 2022-03-16 19:57:48 UTC | #2
We don't use emails yet, but my understanding for this at least it is the same as calls. For the inbound interaction the Agent Script that is used is set in the Inbound flow with the screen pop action. This does not effect new outbound interactions as the interaction never goes through that flow and that screen pop action. Outbound new interaction then use the Default Agent Script set in the Queue configuration, which can be a different Agent Script if you like.
Paul_HOGIE | 2022-03-20 16:21:33 UTC | #3
Anton_Vroon, post:2, topic:13935
We don't use emails yet, but my understanding for this at least it is the same as calls. For the inbound interaction the Agent Script that is used is set in the Inbound flow with the screen pop action. This does not effect new outbound interactions as the interaction never goes through that flow and that screen pop action. Outbound new interaction then use the Default Agent Script set in the Queue configuration, which can be a different Agent Script if you like
Many thanks @Anton_Vroon If I understand the inbound interaction will display the script issued from the flow and the one attached to the queue Then my outbound interaction will display the one attached to the queue
Many thanks !!!
system | 2022-04-16 20:25:35 UTC | #4
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ref: 13935