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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 display in your list from which you can click Accept or Reject. As more chat interactions are routed to you, new chat invitations are added to your list.
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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.
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.
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.