Routage Appels & Chat
Heedify supports omnichannel routing via queues and visual flow designers, integrated with Microsoft Teams, Teams Phone and WhatsApp Business so inbound voice, Teams chat and WhatsApp conversations land on the right agent under one configuration model.
Heedify route les interactions clients via des files d’attente et des flux :
- Files d’attente — définissez les pools d’agents, le SLA, les débordements et la musique d’attente.
- Flux d’appel — routage visuel des appels entrants (accueil, SVI, files, variables).
- Flux Chat — routage des conversations Microsoft Teams Chat.
- Flux WhatsApp — routage des conversations WhatsApp Business.
Works with: Microsoft Teams, Teams Phone, Microsoft Graph, WhatsApp Business API, CRM via webhooks.