Chat With a Customer

Here's how you can help a customer through a real-time chat.

Note: To use SmartText messages in chat interactions, use the # key to bring up available SmartTexts.

1. Make yourself available for a chat.

2. Click Join to accept the incoming chat when the offer notification is displayed.

   Basic details such as subject, queue, and customer who initiated the chat are displayed in the offer notification. Once you accept the offer:

   • If the customer has provided a service request number in the chat request form, the Service Request Overview page is opened along with the Chat panel, in a new browser tab.

   • If the customer has provided a name, phone number, or email ID in the chat request form, the Contact Details page is opened along with the Chat panel, in a new browser tab.

3. In the Chat panel, verify the customer:

   • If the customer-provided details match the details displayed on the Service Request Overview page (or Contact Overview page), click Verify.

   • If the customer-provided details don't match, the Unknown Contact page is displayed.

     1. On the Unknown Contact page, search for the contact from the Lookup Contacts search field.

     2. Click Search Again to search for another contact.

     3. Click Create Contact to create a new contact if the record doesn't exist.

     4. Click Verify after you select or create a contact.

4. Engage in a conversation with the customer. You can insert SmartText by typing # to display a list of SmartText entries.

   Note:

   You can have multiple chats simultaneously. Each Chat panel opens in a separate browser tab.

5. (Optional) In the Chat panel, click Transfer to Queue to transfer the chat to another queue.

   1. From the Queue Name drop-down list, select a queue.

   2. Enter any notes in the text field, and click Transfer.

6. Click End Chat when finished.

   The Wrap Up panel is displayed, where you specify the chat resolution.

7. From the Outcome drop-down list, select an outcome for the chat, and add any notes you may want.

8. Click Save.

   The chat transcript is recorded and displayed in the activity feed for the corresponding service request or contact record.

9. To edit the record in the activity feed, hover over it, then click the Edit (pencil) icon.

   You can edit the note or change the outcome value from the drop-down list.

   The interactions for inbound chat offers from known contacts that were rejected, abandoned, or timed out, are also recorded and displayed in the activity feed for the corresponding contact record. However, you can't edit these interactions.

   • Rejected chats include the incoming chat offers that you declined to join.

   • Abandoned chats may include the incoming chat offers that were missed, ignored, or disconnected before you answered them.

   • Timed out chats include the chats that ended due to a time out.

   If you miss a chat request from a customer, the missed chat details are also displayed in the Notifications window (the bell icon on the global header).