Using Omni Channel to work Emails and Chats
- Former user (Deleted)
There are 3 presence statuses on Omni Channel that can be used by Customer Service to work both Cases and Chats.
- Available - Email
- Available - Chat
- Available - Email & Chat
Agents can work up to 3 emails or chats at a time, it has to be the same otherwise the set up will not work.
Available - Email
This status means agents will only be working Email Cases, they will automatically pop up on the Omni Channel using the same functionality as when a Live Chat comes through. They will come through oldest first and 3 at a time. When an agent has finished replying to an email, they should amend/close the case status and then close the tab with the case. Then a new request will be sent through.
Available - Chat
This is the original and existing status to be able to accept Live Chats, the behaviour is as normal and agents will only be sent Chats to work.
Available - Email & Chat
This status means that an agent can work both email cases AND chats, chats will take priority and come through before any email cases and a maximum of 3 things in total can be worked (so 1 chat and 2 emails, or 1 email and 2 chats etc)