Interact provides four methods that a customer can use to connect with an Agent for assistance in real time: Call Now, Call Return, Chat and Email.

For details about how to add any of these methods in a Flow using the Designer, click here.

Configuring Connectivity Methods

In order to use any of Interact's connectivity methods, you first need to configure the method in the Admin Console.

Note: As part of the configuration process, you can also create a set of After Hours and Holidays Schedules that specify the time periods during which Agents are not available to respond to customer calls and chats.

You can configure connectivity methods both at the account level and at the Application level.

Account-Level (Global) Configuration

To configure default connectivity settings for each of the methods used in an account, refer to any of the following articles:

Method Admin Console Page (Account-Level Configuration)
Call Now Connectivity Settings
Call Return Connectivity Settings
Chat Chat Settings
Email Email Settings (Outgoing and Incoming)
Application-Level Configuration

The Connectivity Settings tab in some Application channel types enables you to specify the connectivity settings that will be used only for the selected Application:

For more information about Application-level connectivity settings, click here.

The Client Settings tab in some Application channel types also provides control over which connectivity methods will be enabled for Agent escalation in the selected Application:

For more information about Application-level Agent escalation settings, click here.

 

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