Handling Multiple Simultaneous Chat Sessions

Agents can handle multiple chat sessions simultaneously.

Where multiple chat sessions are ongoing, agents can move between each chat session without losing context. If multiple chat sessions are open, they are represented by tabs in the chat pane where:

• Each chat tab shows the first name of the customer.

• A number appears after the customer name (for example, John: 3) representing the number of messages sent by the customer since the chat was last viewed by the agent.

• If you hover the mouse over the tab, the last message received is shown without making the agent switch to the chat.

If multiple chat sessions are ongoing, you can switch between chat sessions using either the chat tabs or the communications toolbar; however, the behavior in each case is different as described in the following procedures:

• Switching Between Chat Sessions Using Chat Tabs

• Switching Between Chat Sessions Using the Communications Toolbar

Note: It is recommended that you use chat tabs to switch between chat sessions and avoid using the communications toolbar, which is less efficient and prone to error.