Callback

Prerequisites

• The agent is chatting with the customer through the WhatsApp channel.
• The History tab page contains WhatsApp customers with whom the agent has chatted.
• The agent is in one of the following states:
  • Idle
  • Busy
  • Wrap-up
• You have contacted the tenant administrator to configure the international crown code of the mobile number of the WhatsApp customer to be contacted to the AICC system.

  Path: Configuration Center > System Management > Tenant Parameter > CCNotification > Telecom number.

Procedure

1. During a text chat with a customer:
   1. Return to the online chat workbench.
   2. Click in the upper part of the call message.

2. After a text chat with a customer:
   1. Open the online chat workbench.
   2. Click History in the upper left corner.
   3. Find the session record of the customer to be contacted.
   4. Click in the upper part of the call message.