Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Multimedia Chat Businesses/ Initiating Sessions
Updated on 2024-10-12 GMT+08:00
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Initiating Sessions

An agent can search for a user not contacted in historical sessions, and set up a connection through the email, WhatsApp, 5G RCS, or SMS channel.

Prerequisites

Channels such as email, WhatsApp, 5G RCS, and SMS message are available, and the offline message function has been enabled for the channels.

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

Assume that an email agent initiates a session.

  1. Click Sign In on the connection bar and set the agent status to busy.
  2. Choose Online Chat and click .
  3. Enter a user ID, select a channel type, select an OU, and select a channel configured for the selected OU.

    Figure 1 Offline call (when Channel Type is set to Email)

  4. Click Save. A session is initiated, and the agent status changes from idle to occupied and then to idle.