Manage Customer Queries from External Messaging Channels

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 the PBX server meets the following requirements:

  • Version: 84.12.0.57 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 requirement:
  • Linkus iOS Client: Version 5.2.9 or later
  • Linkus Android Client: Version 4.13.16 or later

Procedure

  1. On Linkus Mobile Client, go to Chat > External Chat.

    All the messaging sessions sent from different channels are displayed in the external chat list.

  2. Manage the messaging session according to your needs.
    Scenario Instruction
    Figure 1. Pick up a messaging session
    		 If you are an agent of a message queue, when the message queue receives inbound message(s) in a new session, you can see the message(s) and pick up the session from the queue.
    1. At the top of the messaging session, click Pick Up.

      There is a prompt indicating that you have picked up the session from message queue; Only you can see the session and respond to messages in the session.
    Figure 2. Transfer a messaging session
    		 During a session, you can hand off a customer's issue to another colleague or a message queue by transferring the messaging session.
    1. In an active messaging session, tap at the top-right corner.
    2. On the Chat Information page, tap Transfer.
    3. 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 with whole chat history.
    Figure 3. 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 system administrator to check if you have the permission.
    1. 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.
    Figure 4. Add a customer to Contacts
    		 You can add a customer to Contacts right from the messaging session.
    1. In a messaging session, tap at the top-right corner.
    2. At the bottom of the Chat Information page, tap Add to Contacts.
    3. Add the customer to Contacts according to your needs.
      • To add the customer as a new contact, tap New Contact in the pop-up window, and enter the customer's information.
      • To add the customer to an existing contact, tap Add to Existing Contact in the pop-up window, select the contact and edit the information as needed.
    Figure 5. View messaging session details
    		 You can check the detailed information of a messaging session, including the message source channel, channel number, etc.
    1. 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.
    Figure 6. Archive a messaging session
    		 You can archive a messaging session if there is no response from the customer or you want to refer back to the session later.
    1. 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.
    Figure 7. End a messaging session
    		 When you’re done helping a customer, you can end the messaging session.
    1. In an active messaging session, tap at the top-right corner.
    2. On the Chat Information page, tap Close.
    3. 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.
    Figure 8. Remove a messaging session

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

    1. 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.