tencent cloud

All product documents
Cloud Contact Center
DocumentationCloud Contact CenterWorkspace GuideDesk GuideHow staff initiate chat with user
How staff initiate chat with user
Download PDF
Last updated: 2025-04-07 16:41:42
How staff initiate chat with user
Last updated: 2025-04-07 16:41:42
Download PDF

Description

Staff can re-initiate a session through the service record or proactively contact user through UserID.
Notes:
Only support staff to proactively contact users through the application/client channel. Other message channels are not supported.

Re-Start a Session through Service Records

Staff can view closed session in Service Record on Workspace. Click Reconnect below the chat record to open a new session window with the user.


Proactively Contact the User by UserID

Step 1: Staff can click in the upper left corner on the workspace and choose Direct chat.

Step 2: In the pop-up window, select external contact, search for the UserID of the IM user and choose user. Click start conversation, and a new session window with the user will open.


Was this page helpful?
You can also Contact Sales or Submit a Ticket for help.
Yes
No

Feedback

Contact Us

Contact our sales team or business advisors to help your business.

Contact Us
Technical Support

Open a ticket if you're looking for further assistance. Our Ticket is 7x24 available.

Submit a Ticket
7x24 Phone Support
Hong Kong, China
+852 800 906 020 (Toll Free)
United States
+1 844 606 0804 (Toll Free)
United Kingdom
+44 808 196 4551 (Toll Free)
Canada
+1 888 605 7930 (Toll Free)
Australia
+61 1300 986 386 (Toll Free)
EdgeOne hotline
+852 300 80699
More local hotlines coming soon