Managing Chat

When configured, you can receive inbound chat tasks.

Redirecting on no answer

In case your administrator configures a RONA timer for your chat conversations, new inbound chat tasks will arrive waiting in a preview state. A countdown timer shows you how much time remains until the task is removed from your Task list and taken back to the queue. In such cases, you would then be moved into the RONA break state.

With no RONA timer configured, chat tasks will stay with you until you close them.

The chat conversation appears in the Chat panel. It is located at the left of the work area, but you can customize the layout to fit your preference.

Review chat history

The customer might be treated with automated chatbot interactions before they reach you. You can review the outcome of those sessions.

However, the chat message panel does not show previous conversations with the customer. Would you like to see them, please use the Task History.

Type a response

Type your response at the bottom of the chat panel, in the message field showing "Enter text here".
Hit the Enter key on your keyboard to send the response.

Send assisted responses

Your supervisors can configure the system to analyze your ongoing chat dialogue with the customer and have it offer up standardized responses relevant for the actual context.

If enabled, such assisted responses show up at the bottom of your chat task area, right above your response text entry field, and are designated with a paper dart icon.

Use the paper dart icon to send the desired standard response.
If you find that none of the offered standard responses fit your conversation, you are free to phrase your own response in the message text entry field, as per usual.

Add an attachment

You may add an attachment into the chat conversation so the customer can download it.

Select the paperclip icon to the left of the message box.
Browse to the file location and click Open.
The file is loaded into the conversation.

The Agent application validates the designated attachment file. Learn more about the limitations on chat conversations.

Use emoticons

Insert emoticons into your message by clicking the smiley icon and selecting a suitable artwork.

Use templates

Supervisors might have created static response message templates that you can use to avoid having to type in routine formal and/or long messages frequently.

Click the Templates button at the top of your chat task to see the list of static response templates.
Scroll to or search for the response you wish to use and click it to see its preview.
Click Insert to add the message into your response text field.
Modify the inserted text as per your needs and send it using the paper dart icon, as usual.

Transfer the chat task to an agent

You can transfer your ongoing chat conversation to another agent in the business unit you work in. These are attended transfers; the target agent must actively accept the conversation from you.

Click the Transfer button at the top of your chat task to see the list of available agents or queues.
If not selected, click the Agents tab to see the list of agents you can transfer to. Scroll to or search for the desired agent and click their list item.
Filter the agent list by the agent state. Note that you can not transfer to agents that are not in the Available state.
When your target agent is able to take the conversation, the Transfer button becomes active. Click it.

Note that the task does not disappear from you, it is still considered to be with you. However a notification shows up at the top of it letting you know that the system notified the target agent and is waiting for them to accept (or actively reject) your transfer attempt.
In case the supervisors of the target agent configured a RONA timeout for them, and that agent fails to accept or reject your transfer attempt within that time period, then they will be put to RONA break – and this will forfeit your transfer attempt to them. In case the target agent does not have a RONA timer, your transfer request is going to be automatically accepted on their behalf.

Transfer the chat task to a queue

You can transfer your ongoing chat conversation to any queue associated to the chat workflow the original task arrived from.

Click the Transfer button at the top of your chat task to see the list of available agents or queues.
If not selected, click the Queues tab to see the list of queues you can transfer to. Scroll to or search for the desired queue and click their list item.

You can transfer back to the same queue the chat task arrived to you in the first place. This means it can arrive back to you unless you opt to go for a Pending Break. You will see a Source queue label on this queue.
Click the desired queue in the list and click the Transfer or Release back to queue buttons, depending on whether you targeted the source queue or another one.

Update customer details

The customer details appear on the right of the work area, in the Customer Data panel.

If the customer details are unknown, they can be added as long as a proper ID (e.g. email address, phone number, etc) is also stored so a future chat conversation – with this ID provided – can be matched to it. Prompt the customer for their details.

Click the Edit Customer button.
Modify the customer record fields as needed. Some fields are read-only.
Save the customer record.

Close the chat conversation

Click the X icon at the top of the chat message.
Click Close chat in the confirmation dialog that pops up.
Proceed to wrap up and close the task.

Close the chat task

Select the task in the Task list so the Task manager panel slides open. It might have already been opened for you.
Select a Completion code.
Optionally enter a Note.
Close the task with the button at the bottom.