Out-of-Hours Management in Genesys Open Message
The debt normalization service "Paga sin morir en el intento SPA" offers advisory and debt payment plans through its WhatsApp channel, which operates from 9:00 AM to 6:00 PM. A percentage of their clients contact them outside of these hours, so there are no available agents, and these clients are not attended to.
Status: Active.
Complexity: Advanced.
Category: Integration.
Use Case Description
Usability: The Out-of-Hours Management in Genesys Open Message that can be applied with Lynn allows resuming interactions initiated by a user outside the business hours of your contact center. This is done by communicating with the client and an agent during the next business hours, thanks to the proactive module of Lynn which enables injecting the client's data as a record in an outbound schedule campaign that triggers an HSM notification.
Expected Outcome: The client who contacts the center outside of business hours receives a message indicating that "they will be attended to starting at 9:00 AM tomorrow". The next business day at 9:00 AM, they receive a message offering to connect them with an available agent, thus resuming the interaction with the client.
Solution Description
Lynn verifies the configured business hours
If the request is received outside of business hours, the platform sends an automated message indicating that the client will be contacted when business hours resume ("We are currently outside business hours. We will contact you when we resume our business hours tomorrow."). At this point, session "A" ends.
Resumption of Contact Center Business Hours
Operations begin, and Lynn identifies available agents. It retrieves the contact details of the client who wrote outside of business hours, injects the client's phone number as a new record in an outbound campaign and triggers the HSM notifying the client that "An agent is available to assist you and if they want to be contacted right now". Based on the client's response, Lynn initiates a new session "B".
Interaction with Agent
The agent receives the interaction history of the client's request made outside of business hours (according to the configuration done in the transfer box) and starts the conversation with the client.
Once the interaction is complete, the agent closes the interaction from Genesys Cloud, categorizes it, and the session ends in both Genesys Cloud and Lynn.
Technical Resolution of the Use Case
To see the details of the actions and fields to configure, click HERE