This chat flow is aimed for medium to large sized organisations, ideally with several departments. With the inclusion of a Branch on Chat node, this chat flow shows how nodes can be utilised multiple times throughout, to gain more information about the customer before joining the queue. The organisation should ensure they have scope to accommodate these features as well as the expected amount of webchats for the number of queues included.
Nodes used:
- Chat Arrived Node
- Send Chat Message Node
- Chat Menu Node
- Branch on Chat
- Wait For Chat
- Queue Chat Node
- End Chat Node
Note: The purpose of each template is a starting point, settings and parameters must be configured in your own Contact setup. We also highly recommend adjusting each chat flow to better suit your organisation’s structure and needs.