1. Using Live Experience
  2. How to Use Short Codes in Your Engagement Scenarios

How to Use Short Codes in Your Engagement Scenarios

It might not be immediately obvious how to use the Short Code feature when planning and determining your needs with respect to engagement scenarios.

Imagine that your company uses other traditional communication tools external to Live Experience for engaging with customers, such as a support telephone number. You may want to escalate an external engagement into a Live Experience engagement to solve your customer's issue best with a video or screen sharing engagement. With the short code feature, the Live Experience widget generates a six-character code when the customer taps on it. The customer can then read the code to the associate, who enters the code into the Associate Desktopto continue the engagement in Live Experience.

Configure your short code engagement scenario with a specific and narrow rule so that it doesn't get triggered by accident. For example, you could configure a condition that looks for an Application Location value of short code, and then you could add a "short code" page to your website or app and add the Live Experience widget to that page. Then, when your associates want to escalate a phone call to a Live Experience engagement, they could tell the customer to go to the "short code" page and tap on the widget.

The Short Code Workflow in Practice

With a short code engagement scenario in place, here's an example of how to use the short code functionality.
  1. A customer calls your support number and connects with an associate.
  2. The associate determines that a screen sharing session would help solve the customer's issue.
  3. The associate directs the customer to the location in your mobile app or website that triggers the short code engagement scenario.
  4. When the customer gets to the page, they see the widget. The widget shows a screen sharing icon.
  5. The customer taps the widget, which then displays a six-character short code.
  6. The customer provides that code to the associate over the phone.
  7. In the Associate Desktop, the associate starts a meeting using the Ask them for a short code option and enters the short code the customer provided them.

  8. The associate and your customer are now connected in a Live Experience engagement.