PBXs can take over information
You can hand over information that could not be done over the phone
TOLFA is capable of transferring information in addition to transferring audio and video. The information is sent from the browser as a token. Tokens are difficult to tamper with, set expiration dates for URIs, and are sent encrypted. （Depends on the PBX implementation）
For example, send the transition information of the FAQ
When a customer makes a call with a URI including information about screen transitions or page transitions, the agent can receive the information simultaneously with the call. The agent can understand how the page has transitioned. By understanding how customers accessed the FAQs, agents can propose solutions more promptly.
For example, hand over information from the chatbot
To ensure that agents can understand the responses provided by the chatbot, the session ID of the chatbot or customer ID, etc., can be sent to the agent. Agents can refer to the chatbot's interaction history based on the provided information.
For example, connect directly to chat support agents
If the agent fails to resolve the issue through chat support, a URI including the agent number provided during the chat by the agent can be used to connect the customer directly to the agent and the customer can start a conversation with the same agent who has corresponded through chat.
For example, send information from the application
It's also possible to hand over information that the app holds or retrieves from native applications, etc.
For example, hand over a product code
When making a call with the URI or the QR code that includes the product code, the agent can receive the product codes simultaneously with the call. Agents can know product information without customers having to declare it.
