Using Omni Channel to work Emails and Chats

Owned by Former user (Deleted)
28-Jan-21

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)