Being able to ask for assistance or advice inside an organisation is often a key requirement from customer service staff, it’s impossible to know everything! Sure we can go ahead and ask on emails and have a background to and fro if the other person happens to be online and responding to you in real time, but sometimes that’s really hard to manage if there isn’t the set up for it nor handling multiple applications at once. This increases wait time for a customer and the time a case is open. Not great for a world which is built on instant feedback and resolution. This post introduces the Consult feature which solves this problem in Omni Channel Engagement and how to use it!
The consult feature is available in the conversation pane – it is the ‘agent’ icon, as shown in the screenshot below, on a conversation entity. The consult feature is for scenarios where you wish to bring another available user into the same conversation to discuss the query together with the customer. They could also utilise this feature to discuss the issue internally, whilst remembering the customer does see the notification of another agent joining the conversation.
Clicking the consult button will prompt a list to load of all available consultants. Users can select them to go ahead and consult with the secondary agent. You can select them to initiate a consult and when you do you will get a confirmation in your conversation pane. This notification is internal only and the customer would not have seen this until it has been successful. The agent your trying to consult with will get a request they can accept or reject. Again, if they reject it you will also get a notification they have rejected the consult request, but the customer won’t be able to see this notification.
When an agent accepts, the consult would have been successful and they would have a session hosting the conversation on their screen, and you, the initiating user would remain in the same conversation but in your own session. This experience is the same as if you was bringing someone else into a Microsoft Teams meeting for example. The customer will see another agent has joined the conversation once the consulting user has accepted.
When you initiate a consult, users can discuss things between themselves using internal controls, which is shown by the peach coloured chat bubbles and the annotation ‘Internal Message’ and both agents can go ahead and talk to the customer too using public messages.
Once a user ends the conversation, the same life-cycle of a conversation applies in the wrap up and closure of the conversation (which will be covered in another post and I’ll update it here once it is live). As there would be two people in the conversation with the customer, the last user in the chat would need to ensure they wrap things up with the customer if not already done, until they too, end the chat.
I hope this has helped you see how useful the consult feature can be in the Omni Channel Engagement application!