Chat: Overview

Chat is a component of B2C Service that can be used to provide one-on-one interaction between your supervisors and agents and agents and customers.

You must configure Chat for supervisors, agents, and customers to take advantage of these functions. To get started, become familiar with the following interactions.

• The administrator configures chat for staff and customers.
• The Chat component manages connections, pushes chats to agents and creates incidents from chats.
• The supervisor manages agents and monitors agents and chats.
• The agent chats with customers, suggests answers, conferences another agent, transfers customers, and cobrowses with customers.
• The customer submits a chat request, searches the knowledge base, reviews suggested answers and cobrowses with agents.