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:
- 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
- On Linkus Mobile Client, go to
All the messaging sessions sent from different channels are displayed in the external chat list.
. - Manage the messaging session according to your needs.
Scenario Instruction 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. - 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.
During a session, you can hand off a customer's issue to another colleague or a message queue by transferring the messaging session. - In an active messaging session, tap at the top-right corner.
- On the Chat Information page, tap Transfer.
- 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.
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.- 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.
You can add a customer to Contacts right from the messaging session. - In a messaging session, tap at the top-right corner.
- At the bottom of the Chat Information page, tap Add to Contacts.
- 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.
You can check the detailed information of a messaging session, including the message source channel, channel number, etc. - 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.
You can archive a messaging session if there is no response from the customer or you want to refer back to the session later. - 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.
When you’re done helping a customer, you can end the messaging session. - In an active messaging session, tap at the top-right corner.
- On the Chat Information page, tap Close.
- 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.
To remove a messaging session from the chat list, do as follows:
- 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.
- At the top of the messaging session, click
Pick Up.