Overview of Chat

Configure Chat for supervisors, agents, and customers.

With B2C Chat, you can provide access to agents for customer questions and issues that merit human interaction between your supervisors and agents, and agents and customers through real-time chat sessions. You must configure Chat for supervisors, agents, and customers to take advantage of these functions. To get started with chat configuration, 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.

After you implement Chat for your application, you can measure its effectiveness using powerful analytics. See Real-Time Reports and Dashboards and Chat Audit Report.