The aim of External Deflection Links is to provide another channel where information is readily available for consumers, like an FAQ page, and where they may be able to get an answer faster. It will also help contact centers reduce inbound requests to Agents.
When a consumer clicks on an external deflection link:
Consumers will also be able to return to the support experience after visiting a redirection link, so they can get more help from an agent if the redirect didn't resolve their request or question.
Mobile experience
In the Mobile SDK, external deflection links will be displayed underneath the available call chat and email options. The icon, name, and call to action, are displayed as configured on the Deflection Links overview page.
Visiting an external deflection link
When the consumer clicks on the external deflection link, the configured mobile deep link launches the associated app.
Return to the support session
When returning to the support session after having visited an external deflection link, the consumer is presented with a alert asking Did that resolve your issue?
The option buttons available are No or Yes.
If a consumer clicks No: The alert is closed and the respective queue's contact options are displayed again.
If a consumer clicks Yes: The alert is closed and the support session is ended. The consumer is returned to the originating app's screen where they initiated the support session.
External deflection links time limit
When returning to the support experience after 5 minutes of visiting an external deflection link, the alert is not presented, and the help session is terminated.
The user is returned to the originating screen where they initiated the support session.
Web experience
The icon and name displayed here will be retrieved from your administrator configuration on the Deflection Links overview page in the CCAI Platform portal.
When there are less than five alternatives, the Web SDK displays external deflection links as follows:
When there are more than five alternatives, the Web SDK displays external deflection links as follows:
Visit an external deflection link
When the consumer clicks on the external deflection link, the configured URL opens within a new tab in the user's active browser window.
Return to the support session after visiting an external deflection link
When the consumer returns to the support session, within 5 minutes, after having visited an external deflection link, they're presented with a alert asking Did that resolve your issue?
The option buttons available are No or Yes.
When a consumer clicks No: The alert is closed and the respective queue's contact options are displayed again.
When the consumer clicks Yes: The alert is closed and the support session is ended.
The user is returned to the originating screen where they initiated the support session.
External deflection links time limit
When returning to the support experience after 5 minutes of visiting an external deflection link, the alert is not presented, and the help session is terminated.
The user is returned to the originating screen where they initiated the support session.
Configuration
External Deflection Links give you the ability to offer additional support options in addition to our standard chat, call and email options. For example, add a Billing FAQ link to your Billing queue or link to your social media channels. External Deflection links can be configured as the only support options.
The external deflection link appears in the UI based on how it is created in the Add Deflection Links configuration panel (for example: the name, a call to action, and the icon upload).
Prerequisites
For Web: Web SDK version 2.2 or later
For Mobile: Mobile SDK version 0.41.0 or later
Admin configuration
Go to Settings > Chat > Web & Mobile > External Deflection Links.
Select View links.
The Deflection Links overview page will load.
If deflection links are configured a list of links will appear.
This list will be empty if no deflection links are set.
Deflection links overview page
The Deflection Links overview page lists all configured external deflection links.
Further information displayed includes: if the link is enabled (On/Off), configuration details (display name, URL, icon) as well as assigned queues.
Add a deflection link
To add a deflection link, select Add Deflection Link.
A new window, the Add Deflection Links configuration panel will open.
Add deflection links configuration panel
The identification, name, and URL are all required to be entered in this panel to add the deflection link. This is where you may add a call to action (optional and just for mobile). Icons will also be uploaded here.
The following fields are required:
Identifier: Enter the name used within the portal only (internal reference). For example, Spanish version FAQ.
Displayed Name: Enter the name to be displayed to the consumer. If using another language you will need to add the name here in that language.
URL: Enter the URL to where the deflection link will direct.
Upload icons
Mobile icons
Enter the Mobile Icon name:
The icon name must match the icon's filename in the iOS asset catalog and/or the Android drawable folder. Check the iOS and Android README file for more details.
Web icon
By default, the default deflection link web icon is displayed.
If a web icon has been previously uploaded that icon will display.
To upload a web icon:
Click the web icon
to select a file from your file explorer.Recommendation: For the best display experience, upload an SVG file.
The uploaded icon will now display.
Select Save.
The Add Deflection Links panel will close.
The external deflection link you just set is now available as a new support option at the bottom of the Deflection Links overview page.
This new deflection link will start off without being assigned to any queues and will start in the On state.
Assign an external deflection link to a queue
Go to Settings > Queue > Mobile or Web.
Click a leaf-queue. A panel on the side shows the queue Settings.
Check the External Deflection Links checkbox. If that queue doesn't have an assigned external deflection link, then No deflection links selected is displayed.
Open the Select Deflection Links list.
Select which external deflection links you would like to assign to the queue so that it appears to consumers in the UI.
Select Add.
Check the External Deflection Links checkbox.
Set external deflection links as an option
Set an external deflection link as an after-hours deflection and/or an overcapacity deflection.
After-hour deflection option (web and mobile only)
Go to Settings > Chat > Web & Mobile > Web & Mobile Deflection. Under Web & Mobile Chats, find After Hour Deflection Options.
Under After Hour Deflection Options, open the Select Deflection Links list. The drop-down component displays the list of options that are turned On in the Deflection Links overview page. By default, no custom deflection links are selected.
Select which external deflection links you would like to assign as an after hour deflection option.
Select Add.
Select Save Deflection.
Overcapacity deflection option
Go to Settings > Chat.
In Web & Mobile Deflection, under Web & Mobile Chats, find Overcapacity Deflection Options.
Open the Select Deflection Links list. The drop-down component displays the list of options that are turned On in the Deflection Links overview page. By default, no custom deflection links are selected.
Select which external deflection links you would like to assign as an overcapacity deflection option.
Select Add.
Select Save Deflection.
This globally applies the selected deflection links as after-hour / overcapacity deflection options.
Mobile queue-specific custom after-hour deflection
External deflection links can be set for a custom after-hour deflection.
This is available only for mobile. Custom after-hours deflection isn't supported for web.
Go to Settings > Queue > Mobile > Custom After Hour Deflection > Deflection Options.
Under Deflection Options, check the External Deflection Links checkbox. The number beside External Deflection Links indicates how many deflection links are available.
Select which external deflection link to apply.
Select Add.
Select Save Custom After Hour Options.
This applies the selected deflection link to the respective queues after-hour deflection options.