Intercom chat allows your agents to communicate with one another via live chat without leaving the CallTrackingMetrics platform. Intercom chat is included in the Sales Engage, Enterprise, and Connect plans.
Note: This feature is only available when using the softphone via your web browser. It is not available on the Agent App.
How to Turn On Intercom Chat
Navigate to Settings > Account Settings Behaviors and toggle on Allow agents to see each other and chat. Next, click Update Features to save this setting.
Once enabled, the Intercom tab will show on your V1 softphone, where you can view agent availability and select which agent you want to message.
To use intercom chat, select the search field with the cursor and type in the name of the individual you want to contact. Click on the name to send them a message, or click the video button to call them.
Note: In Softphone V2, you will find the Intercom under Team.
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