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📞 Contact Center Guide
💬 Omnichannel Messaging Guide
👩‍💼 Agent Guide
🌐 Agent Operations on Web Client

Manage Customer Queries from External Messaging Channels

This topic describes how to manage the messaging sessions of customer queries on IZT Cloud Voice Web Client.

Requirements

Contact system administrator to check if the PBX server meets the following requirements:

  • Version: 84.12.0.32 or later.
  • Plan: Enterprise Plan or Ultimate Plan
  • Messaging: At least one messaging channel is set up on PBX.

Pick Up a Messaging Session

If you are an agent of a message queue, when the message queue receives inbound message(s) in a new session, you can see the message(s) and pick up the session from the queue.

Pick Up Session

  1. On IZT Cloud Voice Web Client, click Chat, then click the External Chat tab.
  2. At the top of the messaging session, click Pick Up.

There is a prompt indicating that you have picked up the session from the message queue; Only you can see the session and respond to messages in the session.

🔔 Omnichannel Messaging Agent Guide💻 Agent Operations on Desktop Client