Switching Between Chat Sessions Using the Communications Toolbar

Agents can manually switch between chat sessions using the drop-down list of currently open chats, the Hold Work Item button, and the Resume Work Item button on the communications toolbar. If you put a chat session on hold using the communications toolbar, then you must use the communications toolbar to resume another chat session as well. Switching between chat sessions using the communications toolbar is a two-step process described in the following procedure.

To switch between chat sessions using the communications toolbar

1. Put the active chat session on hold by selecting it from the drop-down list of currently open chats, then click the Hold Work Item button.

   At this point, all chat sessions are on hold because no chat has been resumed yet. In addition, all chat tabs are disabled and remain disabled until you resume another chat session using the communications toolbar.

2. Resume a different chat session by selecting it from the drop-down list of currently open chats, then click the Resume Work Item button.