Chat interactions

A chat interaction will display the following:

1. The customer's messaging platform (e.g. WhatsApp, web chat).

2. Customer's name (if available).

3. Total time elapsed in chat interaction.

4. Queue name.

5. Any contact attribute that has a value.

Responding to a customer

Within the text area, type your response and press enter to send a message.

Hint: to enter text in a new line, press shift + enter.

Add a message template

You can also add a template when responding to a customer. To do so click on the + button within the contact card and select Add template. You can either select a template from this list or you can start typing the name of the message template to filter through the list.

Add an attachment to a message

You can send and receive attachments for chat interactions in the Agent Desktop.

• You can send and receive up to a total of 35 attachments in a single chat interaction.

• The following file types are supported for chat attachments: .csv, .doc, .docx, .jpeg, .jpg, .pdf, .png, .ppt, .pptx, .txt, .wav, .xls & .xlsx.

• The maximum file size for a single attachment is 20MB.

Chat attachments will need to be enabled in your account before you can use this feature. Speak to your administrator for assistance.

To add an attachment:

1. Click on the + button within the contact card and select Add attachment.
   

   

2. Select the file(s) you want to upload through the finder window.

3. Wait for your files to upload, then click on the Send button.
   

   

Download an attachment

To download a received attachment, click on the attachment thumbnail within the chat history and the file will download to your desktop.

Add formatting to messages

You can add the following formatting to your chat messages:

1. Bold

2. Italics

3. Links

4. Numbered list

5. Bulleted list

Chat formatting will need to be enabled in your account before you can use this feature. Speak to your administrator for assistance.

If formatting has been enabled in your account, a toolbar will appear within the chat textbox.

Transfer a chat

Transfer a chat through the phone directory.

1. Click on the contacts dropdown.

1. Search for and select an

agent or queue.

Tip: To filter to specific contacts within the directory, use the following shortcuts

• Type a: to display agent contacts only

• Type q: to display queue contacts only

1. Click on

Transfer chat.

Once the customer has been successfully transferred through you will be automatically disconnected from the chat.

End a chat

To end a chat, click on the end chat button.

Chat notifications

If the Agent Desktop is not in focus on your device and you receive a message from a contact you will see the following notifications:

Notification within tab

Displays a number counter within the browser tab showing total unread chat messages for all contacts.

Notification within interaction card

Displays a badge within the interaction card showing total unread messages for that contact.

Browser notification

Displays a browser notification for each message sent from a contact.

Note: you will need to first enable browser notifications on your device.