Work chats, texts and email in one queue

On Contact Center Pro, chats, messages and email wait in queues the way calls do. You work them in the agent panel of the agent desktop, which for now is the older Communicator desktop app. CallSprout is moving Pro agents to CallSprout Communicator NEXT soon.

This feature needs the Contact Center Pro plan. See plans and pricing

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

The Meta integration features described on this page require an active, permitted connection to Meta. Availability depends on that system's supported APIs and permissions.

Before you start

You'll see only the channels your company has connected. Pro includes email, website live chat, WhatsApp and Facebook Messenger. Text messages are billed separately.

Find your conversations

In the agent panel, open the omnichannel section:

• Chats holds live chat, WhatsApp, Facebook and text conversations.
• Email holds email.

Your own conversations are in My Chats or My Emails, newest first. Ones still waiting in your queues are in the unassigned list, longest wait first. Rows show the customer, subject, start time, queue and unread count.

Take a waiting conversation

1. 1
   Step 1:

   Open the unassigned list

   Open Unassigned Chats or Unassigned Emails.
2. 2
   Step 2:

   Assign it to yourself

   Select Assign to me. It moves into your own list.

Your system may also assign conversations to you automatically, based on your workload.

Set a status

Change the status in the conversation's subject area to show where it stands. You can edit the subject there too.

Marking a chat solved may send the customer a survey, if your company runs them.

Transfer a conversation

Open the conversation's three dots menu, choose Transfer and pick an agent or a queue. Sending it to an agent assigns it to them directly. Sending it to a queue puts it in that queue's unassigned list. You can't transfer to a queue with no agents, and a warning shows if the queue is closed.

Extra help while you chat

• Sneak Peek. On live chat, you can see what a visitor types before they send it. They can't tell.
• Private messages from your supervisor. A supervisor watching the conversation can write to you privately. The customer doesn't see those messages.
• Saved replies. The button by the message box opens saved replies your supervisors wrote, with placeholders such as the customer's name filled in for you.

What to expect

• A conversation leaves your list if you're taken off its queue, or if it's moved to a queue you're not in.
• If a customer reopens a closed conversation, the new one replaces the greyed out entry.
• WhatsApp has its own rule about when you can write freely. See how WhatsApp templates work.