HELP FILE

Activate a chat

To work with a chat, click it on the left side of the workspace under Live Sessions.

  • Under Live Sessions, click any chat. The chat opens in a swimlane in the workspace to the right and is ready to work with.
  • To accept a chat without working on it right away, click Quick Accept. With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it. If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See Set customer greetings.
  • A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another agent and the status of the current agent is set to Away.

What can you do during a chat session?
View customer information and history
When a chat is minimized, click Show info.
When maximized, click the Customer info button at the top of the workspace.

Show custom integrations
Maximize the chat. Custom integrations are displayed at the top of the workspace.
Send a link to a web page (URL)
In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.

Push a web page (URL)
In the chat panel, use Push web page to automatically open a URL in the customer's default browser.

Insert an image (URL)
In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.

Transfer a file
When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 25MB. You can send up to 20 files per session.

The following apply when sending files:
  • Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
  • File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.