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Cisco CIM 4.3.2: is it possible to create a chat workflow

Dear all,

I want to make a workflow for chat like I do for email flow. Is this possible?

I want to complete this task:

- Base on customer enter on chat box, we will route customer chat to a suitable user or a group to handle that.

- can auto response to customer

- can push the web to customer, when they waiting to meet the agent

Please anyone help me on this.

Thank you,

Thanh

1 REPLY 1
geoff
Advocate

Chat is integrated into ICM through a "queue" which corresponds to a script selector - so this will map to a call type and a scheduled script, so you would queue to a skill group and wait for an agent.

What the customer sees while waiting for an agent can be customized.

Regards,

Geoff

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