Intercom chat allows for your agents to communicate with one another via live chat without leaving the CallTrackingMetrics platform. Once enabled, you will see an “Intercom” tab pop up in your softphone panel, where you can view agent availability and select which agent you want to message with.
Note: To use intercom chat just select the search field with the cursor and type in the individuals name you would like to contact
Next you can click the persons name to text chat, call or place a video call
If you place a video call just select hang up button when complete
How to Turn On Intercom Chat
- Go to Account Settings → Behaviors and toggle “ON” where it says “Allow agents to see each other and chat.” Make sure to select Update Feature to confirm the change.
Intercom chat is included on the Contact Center plan. Under the account setting the Administrator will need to grant access to the Intercom chat feature.