The omnichannel work queue in the CX digital agent workspace
The omnichannel work queue gives on overview about active discussions, live sessions, messages and e-mails.
- Conversations lets you overview the ongoing chat sessions with customers. The CX digital agent workspace updates chat sessions in real-time. If you select a chat session from the Live sessions, it becomes your active work item.
- Emails lists email sessions.
Example for conversation channels
The icon in the bottom right corner of the conversation box indicates the channel through which the customer initiated the conversation.
The first example shows a customer who initiated the conversation from Facebook Messenger. The second example shows a a customer who initiated the interaction from WhatsApp.
Note: You cannot answer a message initiated from WhatsApp after 24 hours.