When you include multichannel applications in a deployment, you can configure agents to handle nonvoice tasks such as chat and email in addition to voice calls.
Supported multichannel applications include:
Enterprise Chat and Email: This application enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters. It also enables text chat messaging and page-push abilities. Agents can assist customers while on the phone, by navigating through web pages that the customer is currently browsing.
Third-party multichannel applications: These applications use the Task Routing APIs to send new task requests and control agent state and task activity. Third-parties can develop applications to submit any type of task request for routing, such as chat, email, or SMS.