Which channels can be connected?
- Response groups
- Web chats
Connect existing response group to Contact Center
Competence: All agents in the response group must have Contact Center Agent License.
- Click on gear icon at the bottom of the left menu to open the organization settings.
- Select Telephony system and then Response groups.
- Open the settings for the response group you want to join under Telephony system and Response groups.
- Select the response group you want to connect to Contact Center.
- Go to section Cases and click Connect to Contact Center. Please note that all agents in the response group must have a CC license, otherwise it will not be possible to make this change.
Tip: When the response group is connected, incoming calls can generate cases according to your settings.
Create a new response group for Contact Center
Competence: All agents in the response group must have Contact Center Agent License.
- Click on gear icon at the bottom of the left menu to open the organization settings.
- Select Contact Center and then Response groups.
- Select Create response group.
Tip: When the response group is connected, incoming calls can generate cases according to your settings.
Cases can be created at:
- Answered calls
- Requested callback
- Missed calls (e.g. early hang-up, voicemail, call forwarding)
- Bounced calls (e.g. voicemail or call forwarding)
If you use Call recording or Conversation Intelligence recording or transcription is automatically added to the case.
Case assignment
- Coming soon!
Case monitoring
Set how you want to monitor cases to receive notifications:
- Auto-monitor issues where someone @-mentions a colleague.
- Auto-monitor own assigned cases.
- Auto-monitor unassigned cases.
Follow-up vs Case
- Mark calls as followed up when a case is closed in Contact Center.
- Close cases when a call is followed up in the response group.
Disconnect from Contact Center
If a response group is disconnected:
- No new cases are created.
- Existing cases are deactivated.
Connect Email to Contact Center
- Click on gear icon to open the organization settings.
- Select Contact Center and then E-mail.
- Click on the Email channel to be connected.
- During Public email address, select the email address you want to link.
- Click on Save.
Connect web chat to Contact Center
- Click on gear icon to open the organization settings.
- Select Contact Center.
- Click on it web widget which is to be connected.
- During Content, select the web chat you want to connect to.
- Click on Save.