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Configuration: You can configure the Chat queue within the Client Administrator. For instructions on how to configure the Chat queue, see Chat Queue Options. [INSERT LINK TO CHAT QUEUE OPTIONS PAGE].
Chat Transcripts: You can obtain transcripts of all chat conversations. The transcripts are sent to a specified email address.
For instructions on how to configure the Chat transcripts, see Chat User Transcript Settings.
Before you can receive chat transcripts, your customer needs to initiate a chat session. See Initiating a Chat for the steps
.
Learn how to Request Chat Transcripts.
See what happens when Receiving Chat Transcripts
.
Finally, you might want to acknowledge receipt of the transcripts. See the instructions for Replying to a Received Chat Transcript Email
.
Chat Sessions: Various tasks are possible around chat sessions. The list below points you to instructions for performing all.
Follow the instructions for
Starting a chat session. [INSERT LINK TO START A CHAT SESSION].
Sometimes, you will need to
Join an Active Chat Session. The link explains how. [INSERT A LINK TO JOIN AN ACTIVE CHAT SESSION].
Intermedia Webchat allows you to determine when your customer is actively typing a message so you are not left to wonder whether your customer is currently engaged in the session with you. See what happens when
Typing is in Progress During a Chat Session. [INSERT LINK TO TYPING IN PROGRESS DURING CHAT SESSION].
Spelling mistakes are unavoidable. Learn about the
Chat Spell Check feature. [INSERT LINK TO CHAT SPELL CHECK].
Unlike the case with calls, you can engage in multiple active chats (up to 10). Here is how to
Accept Multiple Chats. [INSERT LINK TO ACCEPT MULTIPLE CHATS].
NOTE: To configure the maximum number of chat sessions that any one agent can have open at a time, see Team Chat Tab. [INSERT LINK TO TEAM CHAT TAB].Sometimes, you need to communicate with your team members and send messages. Here is how to
Broadcast a Message to a particular team member or to the entire team. [INSERT LINK TO BROADCAST A MESSAGE].
Your customer can initiate a chat session with you from their registered SMS number. See
SMS to Chat for instructions on how it happens. [INSERT LINK TO SMS TO CHAT].
In the case of SMS to Chat interactions, you might need to refer to the
SMS Interaction History. The link explains how. [INSERT LINK TO SMS INTERACTION HISTORY].
Chat Recordings: Occasionally, you will need to look for chat recordings, whether it is in order to refer back to a previous conversation, to review given interactions, or other reasons. The link explains how to search for Chat Recordings. [INSERT LINK TO CHAT RECORDINGS].
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