The omnichannel work queue in the Digital Desktop

Feature coming soon

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 Digital Desktop 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.

    Conversations in the Digital Desktop

    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.

    For example, here is a customer who initiated the conversation from Facebook Messenger and one who initiated the conversation from WhatsApp.

    Note: Please note that you cannot answer a message initiated from WhatsApp after 24 hours.