Handle a Chat

When a contact initiates a chat session, Agent prompts you to accept or reject the chat. When you accept the chat, you can chat with the contact, transfer the chat, end the chat, or, if allowed, handle more chats.

1. Set your stateThe availability status of an agent. to Available.
2. When prompted, click Accept.
3. Type a message in the text box and click Send.
4. (OPTIONAL) If more chat contacts are in the queue and the, accept another chat by clicking New. Toggle between chat interactions by clicking the tabs on the left.
5. (OPTIONAL) If you cannot help the contact, you can transfer the chat to another agent or skill.
6. When you have finished chatting with the contact, click End.
7. Complete the chat after call work as required by your manager.