Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Monitoring Management/ Monitoring Offline Messages

Updated on 2025-01-23 GMT+08:00

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Monitoring Offline Messages

Prerequisites

The current tenant has available WhatsApp, 5G RCS, web, email, SMS, Instagram, and Telegram channels.

Procedure

Sign in to the AICC as an agent and choose Monitoring > Offline Message.
View the number and trend of offline customers and offline messages in channels.

By default, a tenant administrator has the permission on the Offline Message Monitoring menu. If the agent has no such permission, contact the tenant administrator to add the permission.
- Click to refresh the data in the list.
- Select a channel from the Access channel drop-down list to view the data of offline customers and offline messages in the channel.

Parent topic: Monitoring Management

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