You can start messaging customers proactively from the Agent Desktop using the Outbound Conversations feature. Agent-initiated outbound messaging is available through SMS and Email digital channels.

Before you begin

  • The outbound capability is available for Premium agent licenses with access to digital channels and businesses that have enabled digital channels.

  • Your account must have a multimedia profile configured to manage SMS and Email tasks to initiate a conversation.

  • You can start an outbound conversation when you're in an Available or RONA state. Whether on a voice call, engaged in digital interaction, or idle with no tasks assigned.

1

Sign in to Webex Contact Center Desktop.

2

Click the New outbound conversation icon in the top navigation bar. A pop-up window with the list of channels appears on the screen.

3

Select a channel.

If you’ve reached the maximum limit for outbound tasks configured in the multimedia profile policy assigned to you, you can’t initiate more conversations. The system displays the corresponding reason codes.
4

In the To field,

  • Enter the mobile number using the country code for the SMS channel.

  • Enter the email address for the Email channel.

5

In the From drop-down list, select an entry point (SMS or Email).

If your administrator hasn’t configured any entry points, you can’t start an outbound conversation.
6

Click the New SMS or Email button.

The application creates a new conversation in just a few seconds, automatically accepting an outbound task offered in the left pane. In case the outbound creation fails, an error message appears in the following scenarios:

  • An active conversation with the entered number or email address is already in progress.

  • Task creation or assignment to the agent failed due to internal system errors.

7

You can perform the following tasks in the interaction control pane while you're handling an outbound conversation:

  • You can handle a voice call.

  • You can handle other digital interactions.

8

Enter the text in the composer or use Templates to send messages to the customers.

The application links all the subsequent customer responses to this existing customer ID, ensuring a smooth and organized conversation flow.

To effectively start an outbound email conversation, choose a unique subject you haven't used in previous customer conversations.

9

(Optional) you can trigger a workflow.

10

Click Send or press Enter on your keyboard.

  • Currently, you can’t initiate Conference or Transfer for outbound conversations. Also, you can’t trigger workflows such as Task created, Task routed, Task ended, and so on, during an outbound conversation.
  • If you close the conversation, the system creates a new conversation while preserving its historical context.

What to do next

The Wrap-Up Reasons dialog box appears.