If the agent has call, he will receive whatsapp message?

[bghayadh]

Hello;
I need to know how the calls and the social media messages (facebook, whstapp and instagram) will be handled in a way that we can guarantee that the agent will get the message when he is available? What if the agent is busy while calling with customer, he will get whatsapp message or it will not come for his screen unless he become available?

Regards
Bilal

 

[xcobean]

call processing scripts might be the best option.