Overview: Change Comm Type modal (App)

This article gives an overview of the Change Comm Type modal in App.

Overview

The Change Comm Type modal lets you decide how to proceed with a voice interaction when the call is disconnected. It gives you the following four options:

• Callback

• Change to Messaging

• Close, Resolved

• Close, Unresolved

This modal is useful if many interactions continue after a phone call ends. For example, a queue user may not be able to process a refund for a defective product until the customer sends a picture of the defect. In this example, the phone call may have ended, but the interaction is not resolved. The queue user could select “Change to Messaging” to reach out to the customer and let them know where to send the photo.

Callback

Selecting Callback initiates a voice call to the customer. This is useful if a voice interaction gets inadvertently disconnected before an interaction is resolved.

Change To Messaging

Selecting Change To Messaging continues the interaction as a messaging interaction. This is useful if features in a messaging interaction like sending text, pictures, videos, and gifs can best help resolve the interaction.

Close, Resolved

Selecting Close, Resolved moves the interaction to Wrap Up status. This allows you to disposition the interaction and complete post-interaction work. See Overview: Home list status column in Queue (App).

Close, Unresolved

Selecting Close, Unresolved moves the interaction back to Open status. This puts the interaction back in the queue for another user to open and manage.

Read more

• Enable or disable the Change Comm Type Modal (Console)

• Overview: Home list status column in Queue (App)