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Background: This article has been created to guide support agents in using the Digital First Omnichannel (DFO) environment’s softphone, which is integrated within Salesforce. This helps to ensure all agents can efficiently manage Calls, Chats, and Email Interactions.

Table of Content:

Logging into the DFO System:

Step

Action

1

  • Open Salesforce and navigate to the Service Console

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2

  • In the lower left corner, locate and clik on the “Phone” Icon

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3

  • Click on “Log in”, which will prompt a new window to enter your password

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4

  • After entering your password, select “Integrated Softphone” and then “Launch”

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5

  • Upon Login, the “Contact History” page will be the first thing you will see

  • This area displays all past interactions (Chats, calls, emails)

    • You can click on any contact to view the disposition notes, call duration and other details for each interaction

    • If the interaction was a phone call, there is an option to “Redial” directly from this section

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Navigating the DFO Interface:

Icons/Tabs

Reference

Help

  • Provides self-learning resources

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Notification Bell

  • Displays notifications for missed interactions when you are in a different screen or scheduled follow ups

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User Profile

  • It shows your Initials and displays your current status and a status timer

  • Here you can select a new status or Log Out

image-20241123-173939.pngimage-20241123-174021.png

  • Enables you to search for interactions by keyboards, customer names, and threads

    • For quick reference to past activities You can filter by:

      • Interactions

      • Messages

      • Customers and

      • Threads

image-20241123-174305.png

Queue

  • Shows the number of contacts currently in queue for the skills assigned to you, including:

    • Digital: Digital queue contacts based on your skillset

    • Inbound Voice: Voice interactions waiting in queue

    • Voicemail: Number of voicemail messages

    • Work Item: Displays any work-related tasks assigned to you

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Directory

  • Allows you to

    • Look up contacts for partner organizations (Omnidian , Launch)

    • Search for other agents or Skill groups

    • Type in an agent’s name to display their profile, allowing you to call or star them as favorite contact

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Schedule

  • This will provide

    • Your Schedule work hours

    • Options to schedule a commitment for a customer callback

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 HOW TO SCHEDULE A COMMITMENT CALL

If an Outbound Commitment Call is required you will have 2 ways to do it:

Through the phone task bar:

  • Click on the 3 dots next to the phone interaction and select the “Add Commitment” Option

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  • Once in there; select whether it needs to be assigned to you or to a skill, and then complete the following:

    • First Name & Last Name

    • Contact Phone Number

    • Time (Date and Hour)

    • Time Zone (Make sure it says Eastern Time (US & Canada))

    • Notes

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  • Then Click on Save

Through the Schedule Tab:

  • Click on the “Schedule” Tab

  • Then Select the Calendar Icon and click on “Commitment”

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  • Once in there; select whether it needs to be assigned to you or to a skill, and then complete the following:

    • First Name & Last Name

    • Contact Phone Number

    • Time (Date and Hour)

    • Time Zone (Make sure it says Eastern Time (US & Canada))

    • Notes

image-20250102-141330.png

  • Finally Click on Save

WEM

  • You must use this option to access:

    • Evaluation Plans

    • Recent Interactions

    • Coaching Sessions

This tab will also allow you to expand the view for a larger display

image-20241123-174543.png

Settings

  • Login & Voice Preferences:

    • Adjust Volume

    • Ringtone

    • Select a Secondary Ringtone (If desired (i.e: Sound from the laptop in addition to the headset)

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  • A/V Notifications:

    • Enable audio notifications (disabled by default) to alert you when an interaction ends

    • You can also customize notification sounds

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  • Display & Accessibility:

    • Customize the display (Including switching to a 24 hour format and enabling keyboard shortcuts for easier navigation

The Panel Open in Browser option should be toggled OFF.

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  • Information:

    • Check Network status (Preferably green to avoid telephony issues)

    • View Agent details such as user, name and ID

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  • Agent Skills:

    • Review the skills assigned to you as an agent

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Reporting

  • This will show an overview of your performance, metrics and productivity stats.

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More

  • Here you will be able to customize icon order

    • Use the three lines at the end of the icons to reorganize the icon order or add additional icons to the top bar

Some options may be greyed out if you are not in an active interaction

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Email Interactions:

NOTE: If you get an Email from a customer replying to a previous message being handled by another agent follow these Steps:

  • Go to the “Directory” Tab in DFO and search for the required agent

    • IF the system shows the Original Agent as Available (🟢) or Busy (🟡):

      • Transfer the Email to the Original Agent

    • IF the system shows the Original Agent as Unavailable (🔴) or Logged Out (🔘):

      • Handle the Email yourself. Make sure to reply to the customer based on the “Responding Emails” Procedure below, and leave a note in the Contact’s Feed, tagging the original agent so they can follow up later

⚠︎ Error when using the “Pop Out” Feature ⚠︎

When you expand the softphone using the “Pop Out” Icon, the system will automatically set your status to “Unavailable”. If on an active contact, you will be able to complete the interaction even in an unavailable state. You will need to manually change your status back to “Available”

This error will be resolved in upcoming updates

Reference Image:

image-20241125-134745.pngimage-20241125-134840.png

Accepting Emails:

Step

Action

1

  • When an Email arrives. click “Accept” on the prompt

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  • Once you click on accept it will auto populate the customer’s information in Salesforce, if not you might need to search manually in SF

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2

  • The Email content and Customer details will appear in the Softphone

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3

  • If attachments are included, Download if needed

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Responding Emails:

Step

Action

1

  • Click “Reply” to draft your response

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2

  • You should be able to see the following:

    • To: Customer’s Email Address

    • From: Support Email Channel

    • Subject: Original Email Subject

If you receive an email from a "No Reply" address, please DO NOT reply directly to that email

  • Instead: manually update the "To" field with the correct customer email address.

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3

  • Write your response

    • You cannot send an empty Email. The “Send Message” button will remain greyed out until a both subject and text are entered

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DO NOT INCLUDE EMOJIS under any circumstances

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5

  • If Attachments are needed, use the “Attach Files” Icon or Drag files directly into the email

  • The agent can also copy and paste screenshots into an email

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6

  • Once you are done click on “Send Message” to send your response

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7

  • To close the Interaction

    • Click the 3 dots next to “View Details” and select “Outcome”

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8

  • Update the status:

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

Once an interaction is set to Closed, the agent will not be able to reply to the original thread (unless the customer replies and reopens it)

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9

  • Add Disposition Category and Notes

You will be able to manually type the disposition category instead of searching through the dropdown list until finding it

  • Then click on “Save”

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10

  • Finally, click the 3 dots next to “View Details” and select “Unassign & Dismiss” to remove the email from your active inbox

The agent will remain in an after call wrap-up state until they unassign and dismiss the contact from their inbox.

image-20241123-181120.png

  • When a customer sends emails to support, they will receive an automatic email letting them know that we have received their email and that we will reply back shortly

  • If an Email Interaction belongs to an existing thread, the system will attempt to route it to the original agent who handled the interaction

  • If after 16 hours the original agent is unavailable, the system will route it to the next available agent in the queue

Following up on a pending email:

Step

Action

1

  • Navigate to the “Search” Icon located in the interface

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2

  • Next to the search box, locate the “Filter” option

    • Select “Status” and choose “Pending” from the dropdown menu

image-20241123-182621.pngimage-20241123-182726.png

3

  • In the Inbox assignee field, select your name

    • If you remember the timeframe of the interaction. customize the Date Range to narrow the results

  • Then click on “Apply” to view all pending emails assigned to your name

image-20241123-182839.png

4

  • Review the list of results and identify the email thread that needs follow up or reply

5

  • Click on the 3 dots next to the “View Details” option of the selected email

    • Select “Assign to me” to reassign the email

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6

  • Once the Email is reassigned, proceed to reply to the Email thread as needed

Transferring Emails:

Step

Action

1

  • Click the 3 dots next to “View Details”

    • Then select “Consult/Transfer”

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2

  • Search for the Agent, Skill, or team in the transfer window

3

  • Once you locate the correct option; click “Transfer”

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4

  • A pop up will confirm the successful transfer

Chat Interactions:

⚠︎ Error when using the “Pop Out” Feature ⚠︎

When you expand the softphone using the “Pop Out” Icon, the system will automatically set your status to “Unavailable”. If on an active contact, you will be able to complete the interaction even in an unavailable state. You will need to manually change your status back to “Available”

This error will be resolved in upcoming updates

Reference Image:

image-20241125-134745.pngimage-20241125-134840.png

Accepting and Managing Chats

If the customer has been Unresponsive for 2 minutes:

  • The agent may disconnect the chat

  • However before doing so; the agent should make efforts to reconnect with the customerusing phrases like:

    • “Hello, are you there?”

    • “Have I answered all your questions today?”

    • “Is there anything else I may assist you with?”

If after these attempts, the customer still does not respond, the agent can then use the quick reply named as “No Response Chat” and then close the chat

Step

Action

1

  • When a chat is assigned, click “Accept”

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2

  • If the customer is recognized by the system, their details will automatically populate in Salesforce

    • If not: You will need to manually search for their information using the global search

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  • The chat window will display

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3

  • Respond to the customer’s messages in the chat window. A chat can be sent by either pressing “enter” or the “Send Message” icon.

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  • You Can:

    • Attach Files using the “Attachment” Icon

image-20241123-183845.png

  • You Can:

    • Add internal notes if needed by clicking the “Add notes” Icon in the lower right corner.

      • The customer will not see these notes.

image-20241123-183912.pngimage-20241123-183925.png

  • You Can:

    • Copy and Paste screenshots directly into the chat

Note: Customers will have the option to send you attachments, but they cannot send screenshots

4

  • To close the chat

    • Click the 3 dots next to “View Details” and select “Outcome”

    • Always mark chats as “Closed”

    • Add the appropriate Disposition and Disposition Notes

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

image-20241123-184101.png

image-20241123-184120.png

4

  • Click the 3 dots Again and select “Unassign & Dismiss” to remove the interaction from your queue

image-20241123-184133.png

Handling Multiple Chats Simultaneously

Step

Action

1

  • If a new chat arrives while you are handling another:

    • Click “Accept” so the new chat will open in a separate tab on the left hand column

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2

  • A red notification bubble will indicate pending messages in other chats

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3

  • Respond to chats promptly while managing all active interactions

4

  • To close the chat

    • Click the 3 dots next to “View Details” and select “Outcome”

    • Always mark chats as “Closed”

    • Add the appropriate Disposition and Disposition Notes

ALWAYS use the "CLOSE" status.

  • Do NOT use "Pending" or "Resolved."

image-20241123-184436.pngimage-20241123-184454.png

5

  • Click the 3 dots Again and select “Unassign & Dismiss” to remove the interaction from your queue

image-20241123-184517.png

Transferring Chats:

Step

Action

1

  • Click the 3 dots next to “View Details”

    • Then select “Consult/Transfer”

image-20241123-183144.png

2

  • Search for the Agent, Skill, or team in the transfer window

3

  • Once you locate the correct option, click “Transfer”

image-20241123-183236.png

4

  • A pop up will confirm the successful transfer

Phone Interactions:

⚠︎ Error when using the “Pop Out” Feature ⚠︎

When you expand the softphone using the “Pop Out” Icon, the system will automatically set your status to “Unavailable”. If on an active contact, you will be able to complete the interaction even in an unavailable state. You will need to manually change your status back to “Available”

This error will be resolved in upcoming updates

Reference Image:

image-20241125-134745.pngimage-20241125-134840.png

Inbound Calls

Step

Action

1

  • When a call comes in, click “Accept”

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2

  • If the customer’s information appears automatically, verify it. Otherwise, search manually in Salesforce

image-20241123-175919.png

3

  • During the call, use the Taskbar for Options like

    • Hold

    • Mute

    • Mask

    • Consult/Transfer

    • Keypad

    • Hung Up

    • Outcome

image-20241125-163809.png

4

  • After Ending the Call

    • Click “Outcome” in the Taskbar

    • Update the Status and Disposition notes

  • Then complete the process by saving the interaction

image-20241123-185015.png

Outbound Calls:

Step

Action

1

  • Open the Softphone and Click the image-20241123-161747.png icon

image-20241123-190130.png

2

  • Enter the phone number or Agent’s name

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3

  • Select “Voice Call”

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4

  • Select the appropriate skill channel

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5

  • Click “Call” to initiate the interaction

image-20241123-185931.png

After finishing the phone interaction or hanging up the call, the “Outcome Disposition” box will appear automatically. If you do not complete it promptly and the box disappears, you can reopen it anytime by accessing the “Outcome” option in the taskbar menu

Transferring a Phone Call:

  • Warm Transfer:

    • This happens when an agent transfers a customer to another agent after providing context and ensuring a smooth handoff

    • In order to complete a warm transfer:

      • Place the customer on hold

      • Wait until the transfer receipient picks up

      • Then; explain the details of the call (The customer will be on hold during this time and will not hear the conversation)

      • When ready to connect the customer, select either transfer or conference depending on which option best suits the transfer completion

  • Cold Transfer:

    • This happens when an agent transfers a customer to another agent without providing any background or preparing the next agent

      • When Cold transferring a customer to another skill be sure to let them know that there is a possibility that they could be prompted to leave a voicemail if no one is available to take the call

  • When Warm Transferring: If the customer is on Hold for more than 1 Minute and the receiving agent has not answered, proceed with a Cold Transfer

    • Complete Dispositions by adding in notes “Cold Transfer - Hold greater than 1 minute”

DO NOT COLD TRANSFER CALLS TO CREDIT & TITLE (Unless while waiting for the team to answer you are on hold for more than 1 minute)

  • Support agent should not stay on hold with the customer while the Credit & Title agent researches the issue. Complete the transfer after exchanging the customer information with the receiving agent.

Step

Action

1

  • Locate the Taskbar below and click on the image-20241123-161747.png Icon

image-20241125-143653.png

2

  • Enter the phone number, Agent’s name or Queue channel

image-20241123-185715.png

3

  • Select “Voice Call” and the appropriate Skill Channel

image-20241123-185656.png
image-20241123-185843.png

4

  • Click “Call” to initiate the interaction

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Video - Demo Material

Emails

Chats

Phone

DFO Softphone Walk Through

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