Chat

Chat Transfers

Chat Transfers Evo Voice offers operator transfers of chat sessions from HostedSuite, albeit with a slight variation compared to voice call transfers. Two transfer types are supported: Transfer to SMS and Transfer to App, both functioning similarly but with distinct configurations. Configuring HostedSuite Begin by configuring the desired phone numbers or users for transfer within HostedSuite under the Contact's phone numbers. This may include mobile numbers or email addresses associated with User Endpoints. Incoming Chat Upon receiving an incoming chat session, such as an SMS or Skype message, initiate the transfer process by inviting the intended party to the conversation. This action transitions the chat to a "transferring" state, indicating the successful addition of the invited party. Completion of Transfer Inform the client of the successful transfer and allow them to continue the chat independently. The operator can then connect both parties by clicking the Connect button. Important Note During a chat transfer, all parties are simultaneously connected, with no option to put any party on hold. Thus, operators should communicate with clients under the assumption that all chat messages are visible to everyone involved.

Canned Response

Evo Voice facilitates canned responses across various chat endpoints like SMS, Email, and Skype. These predefined responses are tailored to the original channel of incoming messages, ensuring seamless communication. Managing Canned Responses: Canned responses are configured per endpoint, maximizing adaptability. Navigate to the Endpoints section, select the desired endpoint for modification, and access the Chat tab. From here, you can add, remove, or edit canned responses. Save your changes once completed. Using Canned Responses: Within the operator console, canned responses are conveniently displayed to the left of the message editor. Simply click on the desired response to send it effortlessly.