Overview
Offer SMS/web chat fallback from IVR, preserve transcripts, and escalate to or from live calls.
Problem
Customers repeat themselves when switching channels; agents lack prior context from voice calls.
Solution
Chat Core links VoiceLink events to the same session, attaches transcripts, and orchestrates smooth escalation between voice and chat.
How it works
Enable the VoiceLink adapter; allow “text me a link to continue” options; if an agent joins chat, end the call gracefully and keep a single session timeline.
Who is this for
Contact Center Lead
Telephony/IT
Expected outcomes
- Reduced repeat explanation and friction
- Unified audit trail across channels
Key metrics
Repeat problem statements
Baseline
34 %
Target
8 %
Call deflection to chat
Baseline
0 %
Target
20 %
Gallery
Downloads & templates
Case studies
InsureCo links phone and chat journeys
20% of calls moved to chat with higher CSAT.
Insurance Enterprise NA
Security impact
- Call metadata & transcripts · PII: yes (callers)
Compliance
- GDPR (consent for recording/transcripts)
- SOC2 (integrity & confidentiality)
Availability & next steps
Business
Enterprise