Manage Customer Queries from External Messaging Channels on Mobile Client

This topic describes how to manage the messaging sessions of customer queries on Linkus Mobile Client.

Requirements

PBX Server
Contact system administrator to make sure that PBX server meets the following requirements:
  • Version: 84.24.0.73 or later.
  • Plan: Enterprise Plan or Ultimate Plan
  • Messaging: At least one messaging channel is set up on PBX.
Linkus Mobile Client
Make sure that the version of your Linkus Mobile Client meets the following requirements:
  • Linkus iOS Client: Version 5.29.14 or later
  • Linkus Android Client: Version 5.29.12 or later

Handle messages within a session

In a messaging session, you can perform various operations on individual messages.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. Click the desired session, and handle the message as needed.
    Operation Instruction
    For all sessions
    Copy message content To copy information for reuse, do as follows:
    1. Long press the desired message.
    2. Tap Copy.

      The message content is copied to your clipboard and ready to paste elsewhere.
    Forward a message To share the message to another external chat session, do as follows:

    1. Long press the desired message.
    2. Click Forward.
    3. In the Select Session page, select the desired external chat session.
    4. In the pop-up window, tap OK.
    For sessions conducted via online message channels (WhatsApp, Facebook, and Live Chat)
    React to a message with emojis To add reaction to a chat message using an emoji without sending a text reply, do as follows:
    Note: This operation is available for WhatsApp and Live Chat channel only.

    1. Long press the desired message.
    2. Select an emoji from the picker or tap to find more emojis.

      The selected emoji will appear below the message.

      Tip: To undo your reaction, tap the emoji you reacted with.
    Reply to a specific message To respond directly to a particular message, do as follows:
    1. Long press the desired message.
    2. Click Quote.
    3. Enter your reply in the message input box, then send out.
      The message will be sent as a quoted reply, clearly showing which message you are responding to.
      Tip: You can click the quoted content to jump directly to the original message.
    Check the read status of a message To confirm whether the other party has read your message, do as follows.
    Note: This operation is available only when system administrator has enabled the Message Read Receipt feature.
    1. Check the read status indicator beside your messages.
      • : Message read.
      • : Message delivered but not read yet.
    2. Optional: Tap the indicator to view the read time.

      Note: In a group chat, you can view the number of members who have read the message and the list of members with their read status.

Check campaign sessions

If system administrator sets message campaigns to send messages in bulk, and assigns the campaign sessions to your extension or the message queue you belong to, you can view and manage these campaign sessions.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In the external chat list, tap Campaign Group.

    All sessions created by message campaigns will be listed.

  3. Tap a session to view and respond to customer replies as needed.

Pick up a messaging session

If you are an agent of a message queue, when the queue receives inbound message(s) in a new session, you can see the message(s) and pick up the session from the queue.
Note: The pickup operation is only available when the chat assignment mode of your message queue is set to Manual Pickup or Auto-Pickup.
  • If the mode set to Manual Pickup, you need to manually pick up the session.
  • If the mode is set to Auto-Pickup, the session will be automatically assigned to you if you are the first agent to reply. You can also manually pick up the session in this mode if needed.
  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. To manually pick up a message session, tap Pick Up at the top of the session.

    There is a prompt indicating that you have picked up the session from the message queue; Only you can see the session and respond to messages in the session.

Transfer a messaging session

During a session, you can transfer a customer's conversation to another colleague or a message queue for further handling. Alternatively, if advanced message processing or automation is required, you can transfer the session to a third-party message analytics platform (API).
Note: The option to transfer sessions to a third-party message analytics platform will only appear if the system administrator has integrated the PBX server with a third-party platform via API.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In an active messaging session, tap at the top-right corner.
  3. On the Chat Information page, tap Transfer.
  4. Search and select the colleague, then tap Confirm in the pop-up window.

    The messaging session is removed from your external chat list, and transferred to the colleague / message queue / Third-party message analytics platform with whole chat history.

Initiate a voice call from a messaging session

You can initiate a voice call right from the messaging session to resolve a customer's issue if necessary.

Note: This operation requires the permission to make outbound calls. Contact the system administrator to check if you have the permission.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In a messaging session, tap at the top-right corner.

    Linkus Mobile Client quickly dials out the customer's number, and the call is sent through the PBX.

Add a customer to Contacts

You can add a customer to Contacts right from the messaging session.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In a messaging session, tap at the top-right corner.
  3. At the bottom of the Chat Information page, tap Add to Contacts.
  4. Add the customer to Contacts according to your needs.
    • To add the customer as a new contact, click New Contact in the pop-up window, and enter the customer's information.
    • To add the customer to an existing contact, click Add to Existing Contact in the pop-up window, select the contact and edit the information as needed.

View messaging session details

You can check the detailed information of a messaging session, including the message source channel, channel number, etc.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In a messaging session, tap at the top-right corner.

    The details of the messaging session is displayed in the Session Details section.

    Note: If the customer is an existing contact, you can also tap the customer to quickly access the contact's information.

Archive a messaging session

You can archive a messaging session if there is no response from the customer or you wish to refer back to the session later.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In the external chat list, touch and hold an active messaging session, then tap Archive.

    The messaging session is moved from Recent list to the Archived list.

    Note: To start the conversation again, you can directly send a message in the archived messaging session, the messaging session will be automatically unarchived and moved back to the Recent list.

End a messaging session

When you’re done helping a customer, you can end the messaging session.

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In an active messaging session, tap at the top-right corner.
  3. On the Chat Information page, tap Close.
  4. In the pop-up window, click Confirm.

    The messaging session is closed and moved to the Archived list; You can NOT send messages on this session any more. Next time the customer sends messages, a new messaging session will be created.

Remove a messaging session

To remove a messaging session from the chat list, do as follows:

  1. On Linkus Mobile Client, go to Chat > External Chat.
  2. In the external chat list, touch and hold a messaging session, then tap Delete.

    The messaging session is removed from the chat list on all your Linkus clients.