CRM Guides
“How do I get each WhatsApp chat to the right person, and answer it away from the desk?” These three guides are the contact-centre jobs, for whoever sets up the Unified Contact Center and for the agents who answer in it. They are listed in the order the work has to be done.
The order, and why it is that order
- Route the chats first. A new tenant assigns nothing on its own: no agent is linked to a skill
and no rule to the queue, so every task from a bot hand-over waits at
CREATED. Contact-centre automation builds the rule that sends these chats to that team. On an endpoint with no bot, the rule set is a different one, on the Unified Contact Center page. - Then give the agents an app. The apps create nothing and show only what the applet already holds for the agent’s workspace, on WhatsApp and Telegram. An agent away from the desk uses the Android app; one at a Windows PC can use the desktop app instead of a browser.
Build the rule that sends these chats to that team, and see it fire within fifteen minutes
Answer conversations from a phone, and what happens with no signal
The same client on a PC: install it, the two-pane window, what it keeps on the machine
When a chat reaches nobody
Start from the symptom on A chat came in and nobody got the task, which takes each kind of endpoint in turn.
What these guides do not cover
What each CRM applet records, the words the contact centre uses and the setup of the lead, engagement and event registers are in the Digital CRM module. Why one person has two customer records is Contact keys.