Outbound Chat on Behalf of Queue

Web Messaging
1

Hello, I have a customer looking to use either chat v2 or web messaging for outbound. The use case is that they are on a voice conversation, want to switch media types, send the customer a on time url via sms, and when the on time url is opened, the same agent is on the chat ready to communicate with the customer. The agents are using the desktop GC appl. Is this possible? which sdks would support this? and a brief write up of how it could/should be implemented would be greatly appreciated.

Thanks

JZ

2

Hello @JohnZiar1
If customer is already talking with agent over voice, what is the use-case for wanting to switch to messaging? What are you trying to solve?
We are looking into similar use-cases in the context of augmenting simple voice with other real-time channels for improved collaboration (video, file sharing, screen sharing).

3

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