Omnichannel Messaging Agent Guide
Cloud Voice brings the conversations customers start on different digital channels into a single agent workspace, so you don’t have to jump between apps to keep up. This guide explains where that workspace lives and points you to the steps for working each type of session.
Who this guide is for
Section titled “Who this guide is for”This material is written for contact center agents who respond to customer chats across several digital messaging channels. If your day involves picking up incoming inquiries and replying to them in real time, this is your starting point.
Where you work: the agent portal
Section titled “Where you work: the agent portal”Every incoming chat, no matter which channel it came from, lands in one place: the agent portal built into the Cloud Voice App. Because the portal is part of the app, you can work from a browser, a desktop application, or your phone and stay on top of the same conversations wherever you are.
Pick the client that fits how you’re working:
Web and desktop
Section titled “Web and desktop”Use the Cloud Voice App in your browser or as the installed desktop application when you’re at a workstation and handling chats as your main task. Both give you the full agent view for managing customer conversations.
- See Agent operations on web and desktop for how to open, reply to, and manage messaging sessions.
Mobile
Section titled “Mobile”Use the Cloud Voice App on your mobile device when you need to stay reachable away from your desk and want to keep replying to customers on the move.
- See Agent operations on mobile for how to work customer inquiries from the mobile app.