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-business chat - RC bot will filter first the customer before getting to a chat with a representative -3 customers at the same time by 1 representative maximun 1-) RingCentral Engage digital (console) -Open sales force > top left corner under the cloud click on the 9 square dots and look for "engage digital(console)" -Open also RingCentral Engage digital over the email link we received -Analytics is only for supervisors (available agents, queues, CSAT, DSAT, etc...) -Tagg available on both digital and max for breaks, lunchtime, bio, etc -After 3 min if agent does not respond it will be send back to the queue How to Open engage digital? Open sales force > top left corner click on the 9 dots square icon > look for engage digital (console) and then on the dropdown change from home on the top to > VF engage digital -support.ringcentra.com > chat on the button right corner or login inside the admin portal and chat through the chat as well -Credit card updates needs to be handled on our hotline -Spanish is not allowed through chat, they will need to call -Transfer > agent (SME or Supervisor) -Transfer can only be made to CERT(retentions) or Billing if they need to talk with their AM they need to call the hotline or we can provide email and CIF case for cx - TAG as IFW Transfer to sales -Transfer to TCR if we received a chat > Categories (TCR-SMS) Remove-support chat -Teams > Retention, billing -Cx has 15min until the case is closed Tools on the chat (engage digital) -The conversations tab, is for activity tracker > how many times a customer initiates a chat with us > only for audit purposes -Email tab > No way to send email using engage digital, transactional view of the conversation (time log and transcripts) -cloud icon is where you can check the customer's email by clicking search -Aisera smart assist > get cases > Its an IA > it will show what cases we often talk about and it gives KB articles templates directly to the customer (keywords: call forwarding, TCR, etc) apply > up to 1000 characters -There is a metric for Aisera so we need to use articles every single chat. No supporting articles if there is no article found -integrations (app supported to call the hotline, Developer code if it's not supported) 888-898-4591 option 3 tech support 2-)Chat process