Created page with "<translate> = Invite a Client to a Direct Chat = {{Image850 | DirectChatButton_AgentDesktop.png |Agents with privileges to use direct chat links will see the '''Direct Cha..." |
Updated via BpClonePage extension. Source page: draft:Agent-guide/Tutorials/Chat/HowtoInviteClienttoDirectChat |
||
| (One intermediate revision by one other user not shown) | |||
| Line 1: | Line 1: | ||
= Invite a Client to a Direct Chat = | = Invite a Client to a Direct Chat = | ||
| Line 7: | Line 7: | ||
Agents can invite a client through external channels such as Teams, Slack, or email by sending a direct chat URL to them to initiate a chat. Agents create a direct chat link by clicking the '''Create a direct chat invitation link''' button in Agent Desktop or from CRM widgets. When the client clicks the link, they are placed into a direct chat with the agent who generated the link. This way, clients do not have to wait in a queue to reach the agent. | Agents can invite a client through external channels such as Teams, Slack, or email by sending a direct chat URL to them to initiate a chat. Agents create a direct chat link by clicking the '''Create a direct chat invitation link''' button in Agent Desktop or from CRM widgets. When the client clicks the link, they are placed into a direct chat with the agent who generated the link. This way, clients do not have to wait in a queue to reach the agent. | ||
{{Note | Agents wishing to use the Direct Chat URLs must have the ''Create | |||
Each link is specific to only one chat with the agent who generated the link. The link expires after a pre-configured time that is set in the Bright Pattern Contact Center Administrator application. | |||
{{Note | Agents wishing to use the Direct Chat URLs must have the ''Create direct chat invitation links'' privilege enabled. Administrators can configure the Direct Chat URL, the scenario entries it applies to, and the link expiration time in [[draft:Contact-center-administrator-guide/CallCenterConfiguration/DirectChat | Contact Center Administrator.]]}} | |||
== Generating the Direct Chat URL == | == Generating the Direct Chat URL == | ||
Click the '''Create | Click the '''Create direct chat invitation link''' button in the Agent Desktop or CRM Widget interface. The generated link appears and automatically copies to the clipboard. The time it expires appears in seconds. If the link expires, click the button again to generate a new link.<br></br> | ||
[[File:DirectChatLink_AppearsAtTop.png | 850px |The link displays and copies to the clipboard for convenience]]<br></br> | [[File:DirectChatLink_AppearsAtTop.png | 850px |The link displays and copies to the clipboard for convenience]]<br></br> | ||
Send the link to the client. After the client successfully joins the webchat, agents can interact with the client like any other chat session.<br></br> | Send the link to the client. After the client successfully joins the webchat, agents can interact with the client like any other chat session.<br></br> | ||
For a view of what direct chat looks like for the end-users, see [[draft:Agent-guide/Tutorials/Chat/EndUserView|Direct Chat: Customer Experience]]. For more details on the administrative setup required to support direct chat, see [[draft:Tutorials-for-admins/Chat/ConfigureDirectChat|how administrators configure Direct Chat]]. | |||
{{LightBulb | Agents using the Direct Chat URL can: | {{LightBulb | Agents using the Direct Chat URL can: | ||
| Line 27: | Line 34: | ||
<br> | <br> | ||
Latest revision as of 16:37, 20 February 2026
Invite a Client to a Direct Chat
Agents can invite a client through external channels such as Teams, Slack, or email by sending a direct chat URL to them to initiate a chat. Agents create a direct chat link by clicking the Create a direct chat invitation link button in Agent Desktop or from CRM widgets. When the client clicks the link, they are placed into a direct chat with the agent who generated the link. This way, clients do not have to wait in a queue to reach the agent.
Each link is specific to only one chat with the agent who generated the link. The link expires after a pre-configured time that is set in the Bright Pattern Contact Center Administrator application.
|
Agents wishing to use the Direct Chat URLs must have the Create direct chat invitation links privilege enabled. Administrators can configure the Direct Chat URL, the scenario entries it applies to, and the link expiration time in Contact Center Administrator. | |
Generating the Direct Chat URL
Click the Create direct chat invitation link button in the Agent Desktop or CRM Widget interface. The generated link appears and automatically copies to the clipboard. The time it expires appears in seconds. If the link expires, click the button again to generate a new link.
Send the link to the client. After the client successfully joins the webchat, agents can interact with the client like any other chat session.
For a view of what direct chat looks like for the end-users, see Direct Chat: Customer Experience. For more details on the administrative setup required to support direct chat, see how administrators configure Direct Chat.
|
Agents using the Direct Chat URL can:
| |