Genesys 鼓励现有的网络聊天客户迁移到 网络消息传递。

必备

以下权限：

  • 路由 > 座席 > 排队
  • 路由 > 队列 > 加入
  • 路由 > 队列 > 搜索
  • 路由 > 队列 > 查看

Similar to an instant message, SMS text, or chat room experience, chat interactions enable a customer to begin a text conversation with you. Both you and your customer can see the text that the other party enters. Depending on organization and queue settings, you can receive multiple chats at the same time or chats while handling other interactions. 有关同时处理多种类型的交互的详细信息，请参阅 管理多个交互。

Genesys Cloud uses automatic call distribution (ACD) to route chat interactions to you. Genesys Cloud routes chats based on a queue’s evaluation and routing methods. For example, Genesys Cloud could route a chat to you based on several criteria; for example:

  •  You speak the same language as the customer.
  • You have a particular skill.
  • You are the next available agent. 

活跃的网络聊天互动

注释：
  • Genesys Cloud 会断开闲置超过 15 分钟的网络聊天互动。
  • 在聊天互动期间，座席可以 找到并发送预装回复， 并 使用脚本 引导他们完成互动。 脚本会提示工程师提出问题或允许他们更新联系信息。 要在聊天交互期间向主管请求帮助，座席可以使用 座席协助。