Initiating Sessions

Prerequisites

The email, WhatsApp, 5G, or SMS channel is available, and the offline message function has been enabled for the channel.

Context

Users not contacted refer to users who have never been contacted and users who have not been contacted for more than seven days.

Procedure

The following uses an email agent as an example.

1. Click Sign In on the connection bar and set the agent status to busy.
2. On the Online Chat Workbench tab page, click History.
3. Enter a user ID in the search box.

   The mapping between user ID types and channel types is as follows:

   • Email address -> email channel
   • Mobile number -> WhatsApp, 5G, or SMS channel

4. Click and select a channel type.
5. In the Offline call dialog box that is displayed, set Organizational Structure and select a channel based on the OU. The values of User ID and Channel Type are automatically filled in.
   Figure 1 Offline call dialog box (EMAIL)
   

6. Click Finish. A session is initiated, and the agent status changes to Occupied.