Chat Session
A chat session is a real-time conversation between a customer and an agent, facilitated through the Live Chat feature. Each chat session is initiated when a customer starts a chat from the self service portal, and it continues until the issue is resolved or the session is closed. Chat sessions allow agents to provide immediate assistance, answer questions, and resolve issues efficiently.
Accepting a chat
When a customer initiates a chat session, agents will receive a notification in the Agent Console. To accept the chat session, simply click on the notification or open the chat session from the list of chats and select the Accept call and start chat button. Once accepted, you can start communicating with the customer.
Sending a file
Agents can send files to customers during a chat session to provide additional information or resources. To send a file, click on the attachment icon in the chat window, select the file you wish to send, and confirm the upload. The customer will receive a notification and can download the file directly from the chat.
Chat options
During a chat session, agents have several options to manage the conversation effectively.
Mark as Solved
If the customer’s issue has been resolved, you can mark the chat session as solved. This indicates that no further action is needed and allows you to close the session.
Move Queue
If you need to transfer the chat session to another queue, click on the Move Queue option in the chat window. This allows you to select a different queue that may be better suited to handle the customer’s inquiry, ensuring they receive the appropriate assistance.
Cancel Chat
If you need to end the chat session for any reason, you can select the Cancel option. This will close the session and notify the customer that the chat has been canceled. Use this option if the customer is unresponsive or if the issue cannot be resolved through chat.
Raise Service Manager Request
If the customer’s issue cannot be resolved immediately, you can raise a Service Manager request directly from the chat session. This allows you to create a new request in the Service Manager system, ensuring that the customer’s issue is tracked and addressed by the appropriate team. To raise a request, click on the Raise Service Manager Request option and fill out the necessary details before submitting.