Yeastar P-Series PBX System Omnichannel Messaging Overview

Yeastar P-Series PBX System offers omnichannel messaging feature, which allows a business to integrate different messaging channels with the business phone system. In this way, customers are able to reach the business through SMS and social media they prefer, while business agents can centrally receive and respond to customers' queries sent from different messaging channels on their Linkus UC Clients.

Requirements

• Firmware: Version 37.12.0.23 or later
• Plan: Enterprise Plan (EP) or Ultimate Plan (UP)

Feature highlights

All-in-one Message Inbox

Agents are able to receive and respond to customers' queries from different messaging channels directly on their Linkus UC Clients, greatly saving their time by eliminating the need of switching between apps or services to check for messages. The messages are stored on the PBX server, providing a central record of all the messaging sessions.

Customer Contact using Business Number

Agents can contact customers using a business number, while keeping their own personal mobile number private. If necessary, the messaging session can be easily elevated to a call to reach the customer, so that the agent can resolve issues faster via voice call.

Seamless Collaboration across Agents

Agents can hand off customers' issue to another agent by transferring the conversation, the new agent can quickly review the whole chat history and take over the conversation without hassle.

Automatic Chat Assignment

Route your business messages from different messaging channels to agents, who can share the workload across teams to reduce customer service response time. The system automatically assigns chats to the first agent that picks up the session from the queue.

Configuration guide

For more detailed information and configurations of Omnichannel Messaging, see Omnichannel Messaging Administrator Guide.