Click-To-Connect Agent User Guide

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This user guide will walk you through the C2C Rainbow Agent journey interacting with website visitors or WhatsApp inquiries submitted by customers.

1.Overview

Click-To-Connect will allow to streamline all their visitor/customer interaction/communication workflows in Rainbow. All interactions can be initiated from a Website or WhatsApp. 

Pré-requisites : 

• Agents are Rainbow Enterprise users 
• Agents must be assigned to company pre-defined routing rules
• C2C Web form must be integrated to the company website.
• The company has configured its WhatsApp Business account

When all pre-requisites are met, the company can open any t-of the Web or WhatsApp channel or both. 

2. Web Channel Visitor Inquiry : Rainbow Agent View

As soon as a Webform inquiry is being pushed to an available agent, C2C bot creates a bubble that includes both the Agent and the Visitor (as guest). The bubble pops in immediately and is accessible to the Agent Rainbow interface.

• The bubble name includes the name provided by the visitor
• The visitor is added to the guest member list 

The chat windows initiates the conversation with ia card recapping the inquiry details provided by the visitor and reflecting the web form configured fields : 

2.1 Rainbow Conversation 

Once the bubble is created, the conversation can start with the visitor.

The Agent will be able to:

1. Remain in a chat exchange only
2. Exchange content such as URLs, documents or images with visitor
3. Upon visitor’s request, initiate an Audio call by clicking the ‘Start the conference’ button: 
4. Once an audio call between the visitor and the Agent is initiated, the agent can propose to escalate the call to Video call as well by clicking the camera option, the visitor can also enable its camera if needed.
5. During an audio conversation, the Agent can share its screen by selecting the Screenshare Rainbow option and the screen will be visible to the visitor
6. The Agent can also propose the visitor to share its own screen, and the agent will be able to guide the visitor if needed
7. The conversation ends when the visitor closes its chat tab/window, or the Agent end the conversation.

• Audio call with visitor : Agent view. 

• Audio call with visitor : Visitor view : 

  

• Screenshare with visitor: Visitor view.In this example, the agent is sharing a web page with the visitor who can see all the content shared while the audio call is going on.

3. WhatsApp Visitor Inquiry : Rainbow Agent View

As soon as a WhatsApp inquiry is being sent to the company WhatsApp Business Account and an available agent is found, C2C bot creates a bubble that includes both the Agent and the Visitor (as guest). 
 

The bubble pops in immediately and is accessible to the Agent Rainbow interface.

• The bubble name includes the name provided by the visitor
• The visitor is added to the guest member list

The chat window initiates the conversation with a card recapping the the inquiry source name (WhatsApp) by the visitor, the visitor details available from WhatsApp and the Subject name

3.1 Rainbow Conversation

Once the bubble is created, the conversation can start with the visitor. The agent will only be able to perform : 

1. A chat exchange (WhatsApp not allowing audio calls with WhatsApp Business account) 
2. Exchange content such as URLs, documents or images with visitor 

3. Get content from shared by the visitor / customer

   a) Images 

   b) PDF docs only

   c) Videos

   d) Smileys

3.2 End of WhatsApp interaction

Once a conversation/interaction has ended, the agent can end the WhatsApp conversation by entering the following command in the bubble chat:

#waterminated

This is an important step to follow to allow the visitor to submit another request at another time, if needed.

• WhatsApp interaction with visitor: Agent view.

• WhatsApp interaction with visitor: Visitor view.