Chat with Customers

When a customer initiates a chat request, an incoming chat window appears with the name and email of the person requesting the chat. Clicking on that notification brings Live Window into focus enabling you to view the chat offer and accept or decline. The timer on the incoming chat window indicates the amount of time you have to accept or decline the chat.

If your service application screen isn't active, an HTML notification is displayed in the task bar.

To chat with a customer on an incoming chat:

1. Click Accept in the incoming chat window to accept the chat.

   The Contact Verification window appears with the contact details.

2. Do one of the following:

   • If the customer details match the details on the Contact Verification page, click Verify and Continue.

   • If the customer details don't match, click Search Again.

     1. In the Contact Search page, search for a contact or create a new contact if the record doesn't exist.

        For more information, see "Searching for a Contact: Procedure".

        After a new record is selected, the Contact Verification page is displayed again with the new record.

     2. Verify the record.

   After the contact is verified, the screen pop page is displayed as a top-level dynamic tab. Customer details appear in nested dynamic tabs. Business objects supported by nested tabs for Live Window are accounts, contacts, assets, and work orders.

3. Add or modify details on the screen pop page.

4. To view the Live Window again, click the interactions icon on the toolbar.

   The interactions icon on the toolbar also displays the number of active interactions that you have.

5. You can now engage in a conversation with the customer.

   Note:

   • You can accept multiple chat requests simultaneously. For more information, see "Switch Among Different Chat Conversations".

   • If your administrator enables the SVC_CHAT_CKEDITOR_ENABLED profile option, you can do the following:

     • Format your text.

     • Insert images and content from Microsoft Word and Microsoft Excel.

     • Make use of the other available style formatting options.

     For more information about this profile option, see "Set Chat Profile Options".

6. (Optional) If you require assistance, you can transfer the chat to a queue so that another agent continues the chat. For more information, see "Transfer a Chat to a Queue".