Manage Chats
You can use the desktop to receive and respond to customer requests through chats. Your administrator defines the permissions in your multimedia profile settings to access chats.
Respond to a Chat
When you receive a chat request from a customer, the contact request popover displays the (Chat) icon, the name of the customer or unique id, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance.
If the customer is using a chatbot, it provides preset answers before an agent responds to the customer. If you do not accept the chat request within the maximum available time, the chat request is returned to the queue and the system changes your state to RONA. A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States.
Note |
When you are in the RONA state, you cannot receive any more contact requests. To receive requests of any media channels including new chats, you must manually change your state from RONA to Available. |
To ensure security compliance, the Payment Card Industry Data Security Standard (PCI DSS) does not permit you to receive or send sensitive information such as credit card data and other personally identifiable information (PII). If the content is identified as containing data that violates the PCI DSS, then:
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The chat attachment is not sent (dropped).
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The chat conversation is redacted (masked).
Note |
Based on the configuration defined by your administrator (redact or drop), the chat message including the attachment is dropped, or the specific content is redacted. |
Before you begin
You must be in the Available state to receive any chat request.
Procedure
Step 1 |
In the chat request, click Accept. The chat conversation and the Interaction Control pane appears. The Workspace pane displays the details of the customer with whom you are chatting. It also displays the conversation that the chatbot had with the customer before the system routed the chat request to you.
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Step 2 |
Enter your response in the compose box.
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Step 3 |
Click Send or press Enter on your keyboard.
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Step 4 |
(Optional) Click Attach Files to upload files along with your response in the compose box.
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Step 5 |
(Optional) Click the Contact History tab in the Auxiliary Information pane to view the contact history of the customer. For more information on the Contact History tab details, see Auxiliary Information Pane. |
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Step 6 |
(Optional) You can perform the following tasks in the Interaction Control pane:
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Step 7 |
Click End. For more information, see End a Chat. |
Predefined Chat Responses
The administrator defines the predefined chat messages that you can use to communicate with the customer.
Procedure
Step 1 |
Click Predefined Chat Responses. |
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Step 2 |
You can either select the required message from the drop-down list or use the search field to filter the list.
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Step 3 |
(Optional) You can edit the response before sending it to the customer. |
Transfer a Chat
If you cannot resolve a customer query and want to escalate the chat request, you can transfer the chat request to another agent or supervisor.
To transfer an active chat request to a queue or an agent:
Before you begin
You must have accepted the chat request. For more information, see Respond to a Chat.
Procedure
Step 1 |
Click Transfer. |
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Step 2 |
Choose from one of the following:
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Step 3 |
(Optional) Click the (Refresh the List) icon to retrieve the most recent list of queues and agents. The retrieved list displays the current agent availability states. |
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Step 4 |
Click Transfer.
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Start a Chat Conference
To create a three-way conference chat request between you, the customer and another agent:
Before you begin
You must have accepted the chat request. For more information, see Respond to a Chat.
Procedure
Step 1 |
Click Conference. |
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Step 2 |
You can either select a specific agent from the drop-down list or use the search field to filter the list. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green icon. For more information, see Agent Availability States. |
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Step 3 |
Click Conference. When the conference chat request is accepted by an agent, the Interaction Control pane changes the state from Conference Requested to Conference. The customer and you can see a message that an agent has joined the chat. |
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Step 4 |
Click End Conference.
The following table records the actions that each user can perform during a conference chat: Agent 1—Refers to the agent who starts a conference chat. Agent 2 —Refers to the consulted agent who is part of the conference chat.
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End a Chat
After you have helped your customer with queries, it is a good practice to ask the customer to end the chat session. When the customer ends the chat session, a message appears in the chat conversation indicating that the customer has left the chat.
When you end the chat session, the Wrap Up Reasons dialog box appears. If necessary, you can also end the chat. In that case, the customer sees a message saying that the agent has left the chat.
To close a chat session:
Before you begin
You must have accepted the chat request. For more information, see Respond to a Chat.
Procedure
Step 1 |
In the active chat session, click End. |
Step 2 |
You can either select the required reason from the drop-down list or use the search field to filter the list. You can select more than one wrap up reason at a time. |
Step 3 |
Click Submit Wrap Up. For more information, see Apply a Wrap-Up Reason. |