Connect a channel to the Contact Center

Which Channels Can Be Connected to the Contact Center

• Answer Groups
• Web Chats

Answer Groups

To connect an answer group to the Contact Center, all agents in the answer group must have the Contact Center Agent license.

• Click on Create a New Answer Group and follow the guide you can find here.

• • Click on the gear icon and then on organization settings.
  • Select Contact Center and then Answer Groups.
  • To connect an existing answer group, go to the settings of the group you want to connect, and in the Tickets section, click Connect to Contact Center.

  Remember that all agents in the answer group must have the Contact Center Agent license when you connect the group to the Contact Center.

• By connecting answer groups to your Contact Center, calls can generate tickets depending on how you configure it.
  

  Tickets can be created when:

  • A call is answered.
  • A callback is requested.
  • Missed calls (can be configured to create tickets in cases like early hang-ups, if the call goes to voicemail, or if it is forwarded).
  • Bounced calls (can be configured to create tickets when sent to voicemail or forwarded).

  If you are using Call Recording or Conversation Intelligence, the recording or transcription will automatically be added to the tickets created.

  Ticket Assignment

  • Coming soon!

  Ticket Monitoring

  Set up ticket monitoring settings. When tickets are monitored, you can view them in your inbox and receive notifications. For example, an agent can actively work on a ticket, while a supervisor can monitor the ticket without directly participating in the conversation.
  • Auto-monitor tickets where a colleague is @-mentioned.
  • Auto-monitor own assigned tickets: Get notifications about assigned tickets, even if they do not directly belong to you.
  • Auto-monitor unassigned tickets: Get notifications even if you are not assigned to the ticket.

  Follow-up vs. Ticket

  Through answer groups, you can follow up on missed calls. This can be connected to the Contact Center to synchronize follow-ups with created tickets.
  • Mark calls as followed up when a ticket is closed in the Contact Center.
  • Close tickets when a call is followed up in the answer group.

  Disconnect from Contact Center

  If an answer group is disconnected from the Contact Center, no new tickets will be created, and existing tickets will be deactivated.

Web Chats

• Click on Create a New Web Chat and follow the guide provided here.

• 1. Click on the gear icon and then on Organization Settings.
  2. Select Contact Center.
  3. Click on the web widget you want to connect to the web chat.
  4. Under Content, choose the web chat you wish to connect.
  5. Click Save.