Agent

The native Microsoft Teams app, Contact Center | ROGER365.io, is available to all configured agents and supports chat interactions from various channels like messaging and social media when Hybrid Queues are enabled. Although chat can be handled without Hybrid Queues, using the Contact Center app for chat requires Hybrid Queues to be enabled.

Internal messages

During various social conversations there are often situations where you would like to leave internal message (note) for yourself or other colleagues. With Internal messages feature it is possible to leave internal note and/or mention colleague for help. Internal messages cannot be seen by the customer.

Call button

During WhatsApp conversations, it is sometimes better to escalate certain topics to a call. With the Call button, it is possible to directly call a WhatsApp participant using a previously configured Voice Queue that is enabled for outbound calling.

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The Call button will be disabled when the phone number format of a WhatsApp participant is incorrect.

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