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Responding to an Incoming Chat

When an agent accepts an incoming chat, the agent can respond to the chat in several different ways as described in the following procedure.

To respond to an incoming chat

1. Accept the incoming chat as described in Accepting an Incoming Chat.
2. In the message input area of the chat pane, respond to the incoming chat using one or a combination of the following:
   1. Send a message to the customer as described in Sending a Message.
   2. Push a Web URL to the customer as described in Pushing a Web URL.
   3. Share information with the customer as described in Sharing Information Using Smart Share.
   4. Run the spelling checker on the chat session as described in Running Spelling Checker on Chat Sessions.
3. Depending on the information provided by the customer on the chat request form (contact ID, service request ID), create a new service request if configured to do so, where no service request already exists. For anonymous chats, a service request is always created and also a corresponding activity. An activity is created either under a Service Request or a Contact record. For more information about activities, see Reviewing Inbound Siebel Chat Activities. For more information about manually creating a service request, see Creating a Service Request Manually.
4. Release the chat as described in Releasing Siebel Chat Sessions.
5. If configured, wrap-up the chat.

   You can only wrap up a chat after the chat session has been released by either the agent or the customer. For more information about wrapping up a chat session, see Wrapping Up Siebel Chat Sessions.