Chat for Agents

As a chat agent, you can serve customers in real time through typed conversation.

While chatting, you can send predefined responses and URLs to customers, offering a faster response time. When you need assistance with a chat session, you can conference another agent into a chat or transfer a chat to another agent. Both the conference and transfer features can be useful if another agent is more knowledgeable in a particular area.

By default, when you begin chatting with a customer, Chat creates an incident from the chat session, which results in all correspondence being recorded to the knowledge base for resolution and reporting purposes.