A single agent can take on as many as eight chats simultaneously.
-
When handling a chat, click Add Chat (indicated by a flashing orange plus sign icon) to accept another incoming chat.
The Chat Queue icon number decreases by one and a new chat control panel appears below the others. Notice that the new chat is Active and the first chat is Paused.
The individual chat control panels shrink to one line when you manage four or more chats.
-
Click Popout (indicated by a rectangle with an arrow icon) to open a chat in a new window.
- To activate one of your paused chats, click the chat's control panel. Doing so pauses other chats.
- Pay attention to the last response timers and the icons on the chat control panels so you do not neglect any of your contacts.
You can transfer a chat, take notes, or end a chat by following the same procedure you would for a single chat.
