Service | Customer Service, Contact Center, Fie...

Can the support agent initiate new chat session?

(1) Share

Report

Posted on by AccountAccount

151

If we don't have any previous chat session with some customer, can a support agent start a new one?

Also we were trying to test the following scenario:
- There is an active persistent chat session
- Agent closes that session within Omnichannel workspace
- Customer is not responding for some time

Is it possible to re-open that session which was previously closed (not ended, just closed on X button) and to send a message to the customer first, without waiting for him to interact first?

We see that record as Active in Omnichannel Ongoing Conversations Dashboard (with Active agent populated), but when we try to open that record this message is shown: The conversation records are view only and cannot open.

I have the same question (0)

All responses (4)

Answers (0)

MD-15110702-0 2 on at

Like (0)

Report

Can the support agent initiate new chat session?

solution for this problem will be highly appreciated :

"We see that record as Active in Omnichannel Ongoing Conversations Dashboard (with Active agent populated), but when we try to open that record this message is shown: The conversation records are view only and cannot open."

Was this reply helpful? Yes No
AccountAccount 151 on at

Like (0)

Report

RE: Can the support agent initiate new chat session?

Does anyone know is there a way to initiate chat session with a customer directly from Customer Service workspace, even if there were no previous conversations with that customer?

Was this reply helpful? Yes No
AccountAccount 151 on at

Like (0)

Report

RE: Can the support agent initiate new chat session?

Thank you for your message. We are aware of proactive chat. We were searching if there is some way to send a concrete message to customer which could be written by an agent and which could trigger chat session, but we haven't found any way.

Was this reply helpful? Yes No
Suggested answer

Leah Ju Microsoft Employee on at

Like (0)

Report

RE: Can the support agent initiate new chat session?

Hi Partner,

1.Can a support agent start a new one?

-- Proactive chat allows customer service agents to engage with customers by automatically inviting them to a chat conversation based on the configured rules.

https://learn.microsoft.com/en-us/dynamics365/customer-service/proactive-chat

2.Refer to the following link to configure persistent chat:

https://learn.microsoft.com/en-us/dynamics365/customer-service/persistent-chat

3.The conversation status will be changed to waiting when you close the session:

https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-conversation-state

When you revive the session from your My work items stream on Omnichannel Agent Dashboard.

Was this reply helpful? Yes No