Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Multimedia Chat Businesses/ Initiating Sessions
Updated on 2025-11-07 GMT+08:00
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Initiating Sessions

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

Prerequisites

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

Context

  • Customers not contacted refer to customers who have never been contacted and customers who have not been contacted for more than seven days.
  • The multimedia channels available to an agent are affected by OUs. The specific requirements are as follows:
    • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, the agent can select the multimedia channels of accessible OUs.
    • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the agent can select the multimedia channels of the owning OU, accessible OUs, and Unorganized.

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.