Initiate outbound conversation
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
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The outbound capability is available for Premium agent licenses with access to digital channels and businesses that have enabled digital channels.
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Your account must have a multimedia profile configured to manage SMS and Email tasks to initiate a conversation.
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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.
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Sign in to Webex Contact Center Desktop. |
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Click the New outbound conversation |
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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. |
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In the To field,
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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. |
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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:
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You can perform the following tasks in the interaction control pane while you're handling an outbound conversation:
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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. |
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(Optional) you can trigger a workflow. |
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Click Send or press Enter on your keyboard.
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What to do next
The Wrap-Up Reasons dialog box appears.