Omnichannel Messaging Agent Guide

This guide provides guidance on how to manage incoming customer inquiries on a unified agent portal available on web, desktop, and mobile devices.

Audience

This guide is intended for customer service representatives (agents) who handles chat interaction with customers through multiple digital messaging channels.

Agent portal

To enhance communication mobility and improve agent productivity, Cloud Voice provides a unified agent portal integrated into the Cloud Voice App UC Clients that is available on mobile, desktop, and web-based platforms. Agents can efficiently handle message-based interactions come from multiple digital channels through the supported clients.


Supported Client	Description
Cloud Voice App Web Client / Desktop Client	The Cloud Voice App Web Client and Desktop Cleint allows agents to manage customers' chat interactions directly from a web browser or a Desktop application. For instructions on handling message-based interactions with customers on Cloud Voice App Web Client and Desktop Client, see Agent operations on Web Client / Desktop Client. For more information about utilizing Cloud Voice App Web Client and Desktop Client, see Cloud Voice App Web Client User Guide and Cloud Voice App Desktop Client User Guide.
Cloud Voice App Mobile Client	The Cloud Voice App Mobile Client is suitable for agents who need the flexibility to handle customers' chat interactions on the go. For instructions on handling message-based interactions with customers on Cloud Voice App Mobile Client, see Agent operations on Mobile Client. For more information about utilizing Cloud Voice App Mobile Client, see Cloud Voice App Mobile Client User Guide.