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IMIchat is a web-based solution that enables businesses to have conversations across multiple channels in one place. The system collates all inbound inquiries from multiple digital channels into a single, easy to use interface, enabling customer service agents to handle several customer conversations at once.
rostrvm provides the ability to route chats originating from the IMIchat application.
It should be noted that each entry displayed on this Report is automatically created as a result of configuration on the IMI side, you do not have to create it first through Manager.
IMIchat Assets Panel
IMIchat contacts arriving at rostrvm are provided with a unique Asset Id. This Id identifies a virtual IMIchat routing point which is treated similarly to a call arriving on a virtual routing number. The driver conducts host based routing dialogs presenting the chat to an appropriate agent.
| • | IMIchat - the name of the IMIchat routing point; |
| • | Description - provides a description for the routing point; |
| • | Script - the CallDirector script associated with this IMIchat routing point; |
| • | Class - the call class to be associated with the Chat sessions. |
From here you can:
| • | Create IMIchat Routing Point - click the Create button on the IMIchat Assets panel to add a new entry. This is not normally required as a new entry is automatically created when the asset is created in IMIchat. If a new entry is created in Manager then the information must map onto that configured in IMIchat. |
| • | Modify Web Chat Routing Point - click on the IMIchat name to view or change the properties of an existing entry. |
IMIchat Channel Assets Panel
System administrators can configure official Facebook Pages, Twitter Handles, Apple Business Chat, WhatsApp, Email Accounts, and Livechat (Webchat) Widget to be used for extending customer support. The IMIchat application enables the agents to receive and view messages sent by customers through Facebook Messenger, Twitter handles, Apple Business Chat, WhatsApp, SMS, and Email channels. Chats initiated by the customers are automatically given a Chat ID by the IMIchat application and are displayed in the common queue.
System administrators can add channel assets and also share these assets among the teams under the tenant. They can only create assets for channels that have been enabled for a specific tenant.
| • | Channel - the type of channel asset; |
| • | Asset Details - the asset details. The contents of this field varies depending on the type of asset (e.g. for an SMS this will be a mobile telephone number, for email this will be an email address, etc.); |
| • | Asset Name - this is a name assigned to the asset. It is for internal use only and is not displayed anywhere to the customer; |
| • | Last Updated By - the name of the user that last updated this asset; |
| • | Added On - the date and time that this entry was added; |
| • | Action - |
From here you can:
| • | Create a new asset - click the Create button (blue +) and select Add Asset to add a new entry. |
| • | Modify an existing asset - click on the Action column icon to the far right to view or change the properties of an existing entry. |