Out-of-Hours Management in Genesys Open Message - Technical

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.

Steps to Manage Out-of-Hours in Genesys Open Message

1.- Configure the "Derivation to Call Center" Method

📝Note: As an example, our action ID will be 1234567 and its name will be TransferToAgent1

a. Configure the option [Send message when the session has ended using the campaign module] which enables the callback functionality. Mark Yes to indicate that you want to respond even when the session in Lynn has already ended.

b. Configure the option [Validate the maximum time to send a message to the client]: A numeric field where the maximum number of valid hours to send a message to the client is defined. Set to 24 hours, which is the maximum time the social network keeps the conversation alive.

c. Configure the option [Campaign to send chat messages if the session has ended]: From the list, select the campaign that will process the callback messages. For example Control_FH.

2.- Create Campaign

📝Note: HSM is not required as it is within the 24 hours that META keeps the conversation alive.

a. Configure the Division field, The campaign will be linked to a Lynn application and a corresponding division within the system. Select from the list the division in which you will work, in the example select DEFAULT.

b. Configure the Name field by entering the name of the campaign, in the example type Control_FH.

c. Define the Campaign Type by selecting the Single Message option from the dropdown list. In this type of interaction, a message is sent to the client, and their response is awaited to create the Lynn session..

📝Note: For interactions carried out through WhatsApp, only the Single Message option is valid.

d. Indicate Execution Mode which should be AlwaysOn as this campaign must remain active continuously. Each time a new record is added, the records are executed automatically.

e. In the Category field, you can create or select from the dropdown list. For this case, create Out_of_Hours, if it already exists, then select it.

f. For the Valid Until field (Campaign validity period), it is recommended to enter a broad range, at least one year.

g. The Validity in Hours should be kept at 24 hours, as defined by the social network, for example, WhatsApp.

h. For the Intention to Execute field, select the intention TransferToAgent1, indicating that it will be executed.

3.- Configure Action Validate Chat Open Messaging

It is recommended to insert this action before welcoming or presenting the initial menu within the developed flow.

a. Configure the option [Expression containing Validation Time in hours] by entering the time in hours or the corresponding entity that stores the amount of time for validation. Set to 24 hours, which is the maximum time the social network keeps the conversation alive.

b. Configure the option [The name of the entity to store the result obtained from an expression] by entering the name of the entity where the validation result will be stored, which is the ID of the Open Message type interaction. For example, 1234567 to ensure that it will be sent to the same transfer and avoid the client having to go through the entire process again.

4.- Configure Action Force Intent

Here, you must define which action continues the flow. For our example, it is action 1234567 which has the transfer to the agent.