Responding to an Incoming Chat

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

To respond to an incoming chat

Accept the incoming chat as described in"Accepting an Incoming Chat Manually".
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".
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 reviewing inbound chat activities and creating a service request manually, see Siebel Chat Guide.
Release the chat as described in "Releasing a Chat".

Sending a Message

There is typically a global list of predefined message responses at your disposal to send to customers when handling chat interactions. In responding to chat requests, you can type a message response or send a predefined message response, as described in the following procedure.

To send a message

In the message input area of the chat pane, type in the message response, and then click Send.
If required, send a message using FUT (Frequently Used Text) matching as follows:
1. On the text button bar, click the Toggle FUT button to enable FUT matching.
  
  After FUT matching is enabled, matching is based on input text by default but you can change this to filter on a different match field as shown in Step 3.
  
  Note:
  FUT matching is disabled by default. The keyboard shortcut to enable or disable FUT matching is Ctrl+Shift+F.
2. Type in your message.
  
  While typing in your message, any matches found appear in a drop-down list and any matched words show in bold.
3. Click a suggested match to select and use that option.
If required, filter FUT matching on a different match field as follows:
1. On the text button bar, click the Change FUT Match Field button and then select one of the following:
  - Name. Select to filter FUT matching on FUT template name.
  - Type. Select to filter FUT matching on FUT template type (Greeting, body, or Closing).
  - Subject. Select to filter FUT matching on subject.
  - Text. Select to filter FUT matching on FUT template text.
  Note:
  FUT matching is based on input text by default. The keyboard shortcut to change the FUT match field is Ctrl+Shift+U.
2. Type in your message.
  
  While typing in your message, any matches found appear directly in a drop-down list and any matched words show in bold.
3. Click a suggested match to select and use that option.

Pushing a Web URL

There is typically a global list of Uniform Resource Locators (URLs) at your disposal to share with customers using push URL technology. When you share a URL with a customer, it is automatically displayed in the customer's browser; the customer does not have to manually copy and paste the URL in to a browser window.

In responding to an incoming chat, you can type the URL address of a page that you want to share or push a predefined URL, as described in the following procedure. All URLs that you send to a customer appear in the transcript area of the chat pane.

To push a Web URL

In the URL area of the chat pane, enter the URL address of the page you want to send, then click the Push URL button.

If required, push a predefined Web URL as follows:

On the URL button bar, click the URL Library button.

Pick a URL option from the list that displays, then click OK.

Note:

Pushed URLs can either appear in a frame within the customer's chat window or in a completely new browser window depending on configuration. Where a new browser window is launched, subsequent URL pushes simply refresh the same window.

Sharing Information Using Smart Share

Using the Smart Share button in the chat pane, you can share highlighted text, service request details, and solution details with customers.

To share information using Smart Share

On the text button bar of the chat pane, click the Smart Share button to do one of the following:
- Copy the selected text in an attribute field from the currently active view into the message input area.
- Paste the service request number and summary of a selected Service Request into the message input area; that is, where a single service request record is selected from either a list or form view.
- Paste the solution ID and description of a selected Solution into the message input area; that is, where a single solutions record is selected from either a list or form view.