Description:
The Async referral consists of configuring a channel (Web, Whatsapp, instagram or facebook) so that after or before the opening hours of a bot's agents, the user execute a referral, it gives him the option to queue to be attended by an agent when the opening hours open or not to queue and continue talking to the bot.
Flow:
The user executes an out-of-hours referral or executes a referral during business hours but there is no agent connected in the group. Being an Async channel, a configurable message is displayed per bot, defined by the customer: "We are offline, you want to queue and talk to an agent" with two options "Yes" and "No".
If the answer is YES, a configured message is displayed and queued. If NO, another message is displayed and you continue talking to the BOT.
How will the agent see calls on hold through Live?
In Live, the agent will see incoming calls on hold in the same way as other calls. Through the chat on the left side of the screen, the agent will have access to calls on hold.
Queue duration:
The duration in queue, by a whatsapp policy, has a maximum of 24 hours which is the time WP allows a session to have no interactions.
Who can request this configuration?
All customers who have access to Live and have one or more asynchronous channels.
How to request this configuration?
To get this feature, you need to request it via ticket through the Support Aivo Center.
*Date of update: 09/09/2022