(→Chatting with a Customer) |
(→Chatting with a Customer) |
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= Chatting with a Customer= | = Chatting with a Customer= | ||
| − | When you open your chat channel, the main chat view is displayed. However, there are no chat invitations displayed initially. When a new chat interaction arrives, it is | + | When you open your chat channel, the main chat view is displayed. However, there are no chat invitations displayed initially. When a new chat interaction arrives, it is displayed in your list. You can choose to '''Accept''' or '''Reject''' the chat invitation. As more chat interactions are routed to you, new chat invitations are added to your list. |
| − | + | [[File:placeholder.png|center]] | |
| + | |||
| + | A green symbol is displayed beside each unanswered chat invitation. The symbol goes away after you accept the chat and the status changes to show that your chat is in progress. This view is useful for when you are [[GPAManageMultiChat|managing multiple chats]]. | ||
| + | |||
| + | [[File:placeholder.png|center]] | ||
| − | The messages | + | When you accept a chat invitation, a tab is opened for the conversation. The new tab has a title that uses the name of the person that you are chatting with. You can also click the '''Details''' tab to view call details. Chatting is very simple. You just read the messages, and respond by typing text in the text field and then clicking '''Send'''. |
[[File:placeholder.png|center]] | [[File:placeholder.png|center]] | ||
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'''Note''': If your browser is refreshed or closed while you are in the middle of a chat session, the chat session will resume after you log back into the the adapter. | '''Note''': If your browser is refreshed or closed while you are in the middle of a chat session, the chat session will resume after you log back into the the adapter. | ||
| − | If you navigate away from the tab while your chat is in progress, a new message indicator is displayed in the tab header when the person sends you a message. For example, you are chatting with Kristi about modifying the billing address on her account. You click the '''Details''' tab to view her account number. While you have the Details tab open in the adapter, she sends you another message. A red circle is displayed on the Kristi tab header, so you know that you need to return to her chat and continue your conversation. | + | If you navigate away from the tab while your chat session is in progress, a new message indicator is displayed in the tab header when the person sends you a message. For example, you are chatting with Kristi about modifying the billing address on her account. You click the '''Details''' tab to view her account number. While you have the Details tab open in the adapter, she sends you another message. A red circle is displayed on the Kristi tab header, so you know that you need to return to her chat and continue your conversation. |
| − | To conduct a chat | + | To conduct a chat: |
#Log in to the adapter. | #Log in to the adapter. | ||
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#Navigate to the chat channel. | #Navigate to the chat channel. | ||
#When a new chat invitation arrives, click '''Accept'''. | #When a new chat invitation arrives, click '''Accept'''. | ||
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#If required, click the '''Details''' tab to view the call details. | #If required, click the '''Details''' tab to view the call details. | ||
#Conduct your chat conversation with your customer. | #Conduct your chat conversation with your customer. | ||
Revision as of 18:35, April 20, 2015
Chatting with a Customer
When you open your chat channel, the main chat view is displayed. However, there are no chat invitations displayed initially. When a new chat interaction arrives, it is displayed in your list. You can choose to Accept or Reject the chat invitation. As more chat interactions are routed to you, new chat invitations are added to your list.
A green symbol is displayed beside each unanswered chat invitation. The symbol goes away after you accept the chat and the status changes to show that your chat is in progress. This view is useful for when you are managing multiple chats.
When you accept a chat invitation, a tab is opened for the conversation. The new tab has a title that uses the name of the person that you are chatting with. You can also click the Details tab to view call details. Chatting is very simple. You just read the messages, and respond by typing text in the text field and then clicking Send.
Note: If your browser is refreshed or closed while you are in the middle of a chat session, the chat session will resume after you log back into the the adapter.
If you navigate away from the tab while your chat session is in progress, a new message indicator is displayed in the tab header when the person sends you a message. For example, you are chatting with Kristi about modifying the billing address on her account. You click the Details tab to view her account number. While you have the Details tab open in the adapter, she sends you another message. A red circle is displayed on the Kristi tab header, so you know that you need to return to her chat and continue your conversation.
To conduct a chat:
- Log in to the adapter.
- Set your status to Ready on the chat channel.
- Navigate to the chat channel.
- When a new chat invitation arrives, click Accept.
- If required, click the Details tab to view the call details.
- Conduct your chat conversation with your customer.
- When the conversation is complete, click the File:Placeholder.png symbol at the bottom of the adapter, and then select Leave Chat.
- On the Detail tab, enter your notes, select a disposition, and click Done.
The following video demonstrates the general flow of a chat call:
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"[+] |
Rejecting a chat invitation
If you reject the chat, the chat invitation is no longer displayed on the list and the customer is routed to another agent.