"Leave voice message" Activity was previously valid for telephony interactions only and was ignored for other media types. Now it supports Chat interactions as well. Similar to voice calls, when a caller is proposed to leave a voice message (usually when no available agent is found), he/she will be proposed to leave a chat message that will eventually be converted to an email and sent to the email address specified for the current BP or Agent. 

Definition of Email address and invitation for leaving a message

When the flow arrives at to "Leave message" activity, it puts to the chat window an invitation to leave a message. Exactly as for telephony, the message is taken from the business process' "Voice mail definition" section (In Setup, it is found in "Business structure /General / <Business process> / Handling default", the lower part of the screen. In the same place, we define the email address for the mail sending:

Flow example

Usually, the flow proposes to the user to leave a message when no available agent is found within the time allowed for agent waiting. Any other scenarios when this activity will be used are also possible.

Process of leaving a message

This video contains a full cycle of message leaving - starting with chat interaction entering the agent queue, getting an available agent, and entering the "Leave voice message" activity.
The activity proposes to the user to leave a message, the user types it, and finally, after some time, the message the user left, arrives at the email of the business process.

2024-07-18_20-10-23 - boris.mp4

Chat email example

Chat email is very similar to the voice email. The main difference between them is that voice mail contains the message as an attachment, while chat mail just contains the message the user left in its body:

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Modified voice mail example

The format of the voice mail also was slightly modified. Its general structure was kept, it still contains the message as an attachment:


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