As mentioned in the previous article, Brand Embassy platform tries to unite the behaviour of all platforms connected, so from the agent perspective, it will look like any other messaging conversation ;)
Let's take a closer look:
Once you set yourself online you can start receiving new cases. Let's see what the customer needs!
Once we received the case in our inbox we can see the name of the customer and the platform they have reached out to us.
Upon opening the message we can see the same post detail as other platforms (we promised ;))
Once we reply, the status changes from new to resolved (or other status you choose to reply as) and after the time out runs (auto closing), the case is closed.
You can also trigger that manually via case actions 'set as Closed':
Since the time out ran before the customer replied, their new message triggered a new case to open. That means that new FRT and RT are calculated.
The customer can always see the date of the previous chat as well as the picture of the agent who chatted with him.
Any questions about Async chat? Reach out to your account manager or our support team!