Using LinkLive Conversations

Understanding LinkLive Conversations

LinkLive Conversations include chat, voice, and SMS interactions between LinkLive users or external parties, such as customers.

The user experience and core capabilities remain the same whether communicating internally or with customers. However, certain tools and workflows are specific to agents and detailed in Tools to Maximize Agent Productivity.

Types of LinkLive Conversations

• Voice Conversations – Inbound and outbound calls between LinkLive users or external phone numbers.

• Multimedia Chat Conversations – Secure messaging between LinkLive users or agents and customers.

  • Chats can seamlessly include voice, desktop sharing, or video for enhanced collaboration.

  • Users can also send file attachments within a chat message.

• SMS Conversations – Agents in a queue can send and receive SMS messages with customers.

  • The queued SMS workflow is explained in Queued SMS Messaging for Agents.

Exploring Conversations in the Communication Center

The pages in this section provide details on the features and workflows available for managing conversations in the Communication Center.

The image below highlights the layout and primary capabilities of the Communication Center, which are referenced throughout this guide.