Omnichannel Messaging Overview
Yeastar P-Series PBX System provides an omnicahnnel messaging feature, enabling business to integrate multiple digital channels into the system. This allows business agents to interact seamlessly with customers across multiple channels, including text messages, social media, and more, on a unified platform. ensuring agent productivity while enhancing the customer experience.
Highlights
Yeastar omnichannel messaging feature provides the following 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.
Roles in omnichannel messaging
Users can access the omnichannel messaging feature and perform different functions based on their rols and responsibilities, as the following table lists.| Role | Description |
|---|---|
| Administrator | System administrators that are responsible for configuring
and maintaining the omnichannel messaging features, including
setting up communication channels, setting routing rules,
assigning agents, and managing conversation histories. For more information, see Omnichannel Messaging Administrator Guide. |
| Agent | Agents that are responsible for interacting with customers
from various messaging channels, handling inquiries, resolving
issues, and providing support and services. For more information, see Omnichannel Messaging Agent Guide. |