Handle a Live Chat
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Table of Contents
Receive Notification for a new Live Chat
- Agents receive a notification when there is a new live chat
Note:
- New chats cannot be assigned to the agents automatically if they are handling three or more than three active chats at one time
Accept the live chat
- Once a live chat has been assigned successfully, agent needs to accept it to start the chat
Transfer a Live Chat
- Agents can also transfer the chat to another agent
Agent A transfers the chat to Agent B:
- A notification pop-up appears on Agent A's screen
- A notification pop-up appears on Agent B's screen
Scenario 1:
- Agent B accepts the assignment request from Agent A
- A notification pop-up appears on Agent A’s screen
Scenario 2:
- Agent B rejects the assignment request from Agent A
- A notification pop-up appears on Agent A’s screen
Scenario 3:
- Agent A transfers the chat to Agent B but Agent B does not respond to the assignment request
- The request expires and a notification pop-up appears on Agent A’s screen
Transfer Chat to another Inbox
- Agents can also transfer the chat to another inbox
Upload files in Live Chat
- Users can upload and send files while chatting
- The following file formats are supported by the system: 7z, avi, bmp, cfg, csv, doc, docx, gì, gz, jpg, jpeg, json, mkv, mov, mp3, mp4, pcap, pdf, pgp, png, png, psd, rar, svg, tar, tgz, tif, tiff, txt, wav, webm, wmv, xls, xlsx, xml, zip.
Use Canned Response in Live Chat
- Agents can use organizational /personal responses via canned response button
- Users can also type /<Short-cut> in the chat box to use canned responses
Complete the Live Chat
- Agents can manually complete the live chat
Note:
- Assigned chats will complete automatically if there is no activity within 1 hour
- Waiting chats will complete automatically if there is no activity within 6 hours
View & Export Live Chat
- Users can view and export completed chats in the inbox
Note:
- Owner/Admins need Contact Center add-on license to access all the inboxes in Home page
- Members of the organization can only access the inboxes assigned to them
List All Transactions by Customer
- From this option users are allowed to see all the transactions grouped by a customer in the Inbox view. It is termed as “View all transactions” in the live chat inbox.
- Upon clicking this button, user is redirected to Customer transaction view to trace back all the transactions to and from a customer.