Setting up conversational channels
In addition to setting up your conversational channel, you must create a messaging service in System Configurator (SC).
Social chats after system reset
If system crashes or is reset or upgraded, chat conversations from social channels are restored. The table below shows how queuing and active conversations are handled when the system is up again.
| Conversation status: in queue | Conversation status: in process |
|---|---|
| Conversations are disconnected. They are recovered, and they arrive in a queue as new conversations. Queuing time starts from zero. | |
| Agents see two conversations from the customer with the following statuses: Abandoned and In Queue. | Agents see two conversations from the customer with the following statuses: Handled and In Queue. |
| The system tries to allocate the conversation to the agent who was handling it earlier (preferred agent). | |
The transcript in Communication Panel now contains text System restored
chat. |
|
The earlier conversation is
visible in Previous Conversations in Communication Panel. |
|
| Agent can continue the conversation normally. Customer receives the agent’s messages and the customer's responses are shown as part of the new conversation. | |
Note:
- Outgoing chats that are in process are not restored.
- The system is active again after the recovery process which takes 5-10 minutes.
- Restored conversations are not counted as billable.