For overview information about Talk in omnichannel routing, see this article.
While most Talk features will continue to work, this release contains the following changes:
- When onboarded into omnichannel routing, the ability to set up multiple fallback groups in Talk settings won’t exist. Calls can only be routed to a single group, meaning there can’t be a fallback group. This applies to both group routing and IVR routing. When onboarding, the primary group that is setup in Talk settings will be the only group for call routing. We recognize that this might not suit everyone. In future we plan to deliver more capabilities for call reassignment with the omnichannel routing engine. The following screenshot shows the change:
- Omnichannel routing does not support focus mode.
- Tickets are created for all calls. The setting ‘Create tickets for abandoned calls’ is no longer available.
- When using priority phone numbers in Talk, call tickets are given High priority instead of calls going straight to the top of the queue.
Follow this article to get more details closer to the release.
Please sign in to leave a comment.