Chat Queue
There are various activities that you need to perform around chat queues. The list below provides the links you need to learn how to perform the various activities.
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. [INSERT LINK TO 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. [INSERT LINK TO INITIATING A CHAT].
Learn how to
Request Chat Transcripts. [INSERT LINK TO REQUESTING CHAT TRANSCRIPTS].
See what happens when
Receiving Chat Transcripts. [INSERT LINK TO RECEIVING CHAT TRANSCRIPTS].
Finally, you might want to acknowledge receipt of the transcripts. See the instructions for
Replying to a Received Chat Transcript Email. [INSERT LINK TO 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].
Interactive Chat Response (ICR)
You can configure the ICR within the Client Administrator. For instructions on how to configure the ICR, see Interactive Chat Response (ICR). [INSERT LINK TO INTERACTIVE CHAT RESPONSE (ICR) PAGE].