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Chatting with a Customer
When you open your chat channel, the main view will display incoming chat invitations and, after you start accepting chat invitations, chats that are in progress.
I need to know what the user sees in the chat channel if they are on on Not Ready or Make Busy.
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Accepting a Chat Invitation
A green symbol is displayed beside each new chat and the symbol goes away after you accept the chat. If you accept the chat, the status changes to show that your chat is in progress. This view is useful for when you are managing multiple chats.
When you click Accept, your chat begins. The first tab you see is the chat tab that is labelled with your customer's name. Just like most chat tools, you read messages and respond by typing a message and clicking Send. The messages are sent and received in real time. Your chat stays active until you or your customer terminates the chat.
Rejecting a chat invitation
If you reject the chat, the chat invitation is no longer displayed on the list. More details about what happens to the other party.
Conducting a Chat
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. Chatting is very simple. You just read the messages, and respond by typing text in the text field and then clicking Send. Although the adapter size can be small, when you type longer messages, the text field expands so you can see what you are typing.
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.