Chat, Text, and Message Via Agent Desktop

Messenger app integration helps millions of people connect with contact centers on Facebook Messenger, LINE, Telegram, Viber, and more. Bright Pattern supports the use of any configured integration account and even allows messenger hopping, in which call center agents switch between messenger apps and SMS/text messaging during conversations. Agents handle chat and messenger interactions from their integrated Agent Desktop.

Mid-Conversation Messenger Hopping

Seamless conversation continuation on the customer’s favorite app ensures that the customer and agent take care of business, no matter which channel they’re on. At any time during an active chat, the agent or customer may request to continue the conversation on a messenger app. Switching back to SMS/text is just as simple. In addition to messenger hopping, Bright Pattern supports moving conversations from chats to voice calls and video.

Omnichannel Reporting

For conversations across all channels, data is saved in our comprehensive reports, including chat transcripts, sentiment analysis, recorded media and voice calls, and more. Because conversations are saved to customer cases, data travels with the customer from channel to channel instead of being relegated to the type of interaction.

Highlights

  • Mid-conversation, switch from SMS/text messaging to a messenger app
  • Continue chat interactions on Facebook Messenger, LINE, Telegram, Viber, and more
  • Uninterrupted chats ensure seamless transitions across channels
  • Chat transcripts, sentiment analysis, and recordings are saved across all channels
  • Messenger hopping is easy

Learn More About Messaging Apps

Why Wait?

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online or set up a pilot project to trial the solution without paying any license fees

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