Multi-Modal Playbook

There are many situations, whether it's a phone call or a web chat interaction, where you want to move customers from one channel to another, or augment one channle with another. say tetxting a customer during a voice interaction, or moving a customer from web chat to sms to continue an interaction.

Moving from Web Chat to Message

There may be scenarios where you want your customer to move from Web Chat to a Messaging channel, whether that's beacuse the customer has to go, or you want them to send an image.

This can be done via a human agent or by an AI Agent, the key is to use a Catalog Message

Building your Catalog Message

QR Code vs link

Once a user

Augmenting Voice with Messaging