On-hold experience

A non-transitory computer-readable storage medium storing instructions, for interacting with a user while the user is on-hold, the instructions, when executed by a computing system, cause the computing system to:

• receive, at an enterprise, a call from a user device associated with the user;
• place the call into an on-hold queue;
• access an on-hold profile established for the user and obtain current values for one or more data fields established in the-hold profile;
• in response to the call being placed in the on-hold queue, launch a chat window by:
• detecting that the user is logged into an application of enterprise on a second device other than the user device and sending a command, to initiate a chat session, to the second device,
• wherein the chat window provides a textual, two-way communication interface with an entity of the enterprise, and
• wherein the chat window automatically provides the current values for the one or more data fields established in the on-hold profile;
• and
• display a list of options in the chat window that includes a link configured to i) initiate displaying information in the chat window after the link is selected or ii) initiate the transferring of the call to a representative.

A computing system for interacting with a user while the user is on-hold, the computing system comprising:

• one or more processors;
• and
• one or more memories storing instructions that, when executed by the one or more processors, cause the computing system to:
• receive a call from a user device associated with the user;
• place the call into an on-hold queue;
• access an on-hold profile established for the user and obtain current values for one or more data fields established in the-hold profile;
• in response to the call being placed in the on-hold queue, launch a chat window by:
• detecting that the user is logged into an application of enterprise on a second device other than the user device and sending a command, to initiate a chat session, to the second device,
• wherein the chat window provides a textual, two-way communication interface with an entity of the enterprise, and
• wherein the chat window that automatically provides the current values for the one or more data fields established in the on-hold profile;
• and
• display a list of options in the chat window that includes a link configured to i) initiate displaying information in the chat window after the link is selected or ii) initiate the transferring of the call to a representative.