Handling Multimedia Chat Businesses

This section describes how to handle multimedia businesses as an agent.

• Answering Calls
  An agent can use the online chat workbench to handle customer businesses through multimedia channels.
• Sending Multimedia Data
  An agent can quickly send multimedia data collected by tenant administrators to customers, improving business efficiency.
• (WhatsApp) Sending an Electronic Document Link
  During the conversation with a customer, an agent can send an electronic document link to the customer for signing.
• Initiating a Voice or Video Call
  
• Transferring Sessions
  An agent transfers the session to another agent.
• 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.
• Releasing Calls
  An agent can release a call after the call ends.
• Withdrawing Agent Messages
  An agent can withdraw messages.
• Applying for a Multimedia Silent Agent
  A chatbot can apply for a multimedia agent for assistance during the conversation with a user.
• Callback
  During or after a text chat with a WhatsApp customer, an agent can initiate a voice session to contact the customer.
• (Email) Sending an Email Using a Template
  An agent can use configured email templates to reply to customers accessing through the email channel.
• (WhatsApp) Inviting Another Agent to Join a Group Chat
  During a text chat with a customer, an agent can invite another agent to join the chat and chat with the customer together.