Connect channels to Contact Center

Which channels can be connected?

• Response groups

• E-mail

• Web chats

Connect existing response group to Contact Center

Eligibility: All agents in the response team must have a Contact Center Agent license .

1. Click the gear icon at the bottom of the menu on the left to open the organization settings.

2. Select Telephony System and then Answering Groups .

3. Open the settings for the response group you want to connect to under Telephony System and Response Groups .

4. Select the response group you want to connect to Contact Center.

5. Go to the Cases section and click Connect to Contact Center . Note that all agents in the response group must have a CC license, otherwise it will not be possible to make this change.

Tip: When the response group is connected, incoming calls can generate cases according to your settings.

Create a new response group for Contact Center

Eligibility: All agents in the response team must have a Contact Center Agent license .

1. Click the gear icon at the bottom of the menu on the left to open the organization settings.

2. Select Contact Center and then Response Groups .

3. Select Create response group .

Tip: When the response group is connected, incoming calls can generate cases according to your settings.

Cases can be created at:

• Answered calls

• Requested callback

• Missed calls (e.g. early hang-up, voicemail, call forwarding)

• Bounced calls (e.g. voicemail or call forwarding)

If you use Call Recording or Conversation Intelligence , the recording or transcription is automatically added to the case.

Case assignment

• Coming soon!

Case monitoring

Set how you want to monitor cases to receive notifications:

• Auto-monitor issues where someone @-mentions a colleague.

• Auto-monitor your own assigned cases .

• Auto-monitor unassigned cases .

Follow-up vs Case

• Mark calls as followed up when a case is closed in Contact Center.

• Close cases when a call is followed up in the response group.

Disconnect from Contact Center

If a response group is disconnected:

• No new cases are created.

• Existing cases are deactivated.

Connect Email to Contact Center

1. Click the gear icon to open the organization settings.

2. Select Contact Center and then Email .

3. Click on the Email channel to be connected.

4. Under Public Email Address , select the email address you want to link.

5. Click Save .

Connect web chat to Contact Center

1. Click the gear icon to open the organization settings.

2. Select Contact Center .

3. Click on the web widget to be connected.

4. Under Content , select the web chat you want to connect to.

5. Click Save .