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Webex Contact Center: Digital Channel Chat: Interactive chat.

I am developing a chat in Webex Contact Center using the Services and Apps in Connect with additional configuration in Engage.  I am trying to use pre-defined templates in Engage for my chat and unable to configure access to those for the agents.  Ideally I would like the chat to open with a drop down menu for customer options / services (this part is functional) and on some of those options automatically reply with a link to a page on our site.  Has anyone done anything like this and can advise.

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