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Email Fallback Option for Virtual Contact Center Chat Request
8x8 Support

Email Fallback Option for Virtual Contact Center Chat Request

Objective

To offer an email as a fallback option if a chat request has been waiting too long in the queue.

Applies To

  • Virtual Contact Center
  • Chat Queues

Procedure

  1. Log in to VCC Configuration Manager. 
  2. Click Queues/Skills.
  3. Find the chat queue you wish to modify and click Edit (pencil icon.) 
  4. Go to the Email tab.
    clipboard_ec340cb80777987d686591053b013c952.png
  5. Toggle Enable Email. 
  6. Fill in the following fields:
    • Offer Email after
    • Email Prompt Msg
    • Email Sent Msg
    • Send Email to Channel 
    • Forced email header message. 
  7. Click Save

Additional Information 

More information on the email fields can in Configure Chat Queue Email Fallback