Here you can learn about customer care queues and conversations.
Customer audiences are private 1-on-1 conversations between an agent and a customer. Agent picks customer from a queue, and audience is held using text, attachments, emojis, and if needed, via video call.
Customer audiences may include answers from pre-audience questionnaire, and metadata about the customer. Strongly encrypted identification data may also be added via secure metadata.
Agents can utilize canned messages and they can and tags and notes to the conversation.
Queue bar and Queue event log
Customer care queues appear in the left Sidebar. Clicking a queue bar will open the queue view, which can be used to pick incoming customers from the queue and view activity log. The queue activity log shows different events of the queue i.e. when the queue was opened and closed, and who picked customers (accepted audience).
Customer care queues in the Sidebar and queue view
Blue notice colours - There are customers in queue
Customer queue: Closed (red), open (green), customer in queue (blue)
Queue menu functions
Clicking the arrow icon next to a queue name in the Sidebar will open a drop-down menu that allows you to pick customers without having to go to the queue view. You can also use the drop-down menu to manually close the queue.
