Respond to a Livechat conversation

Once a Livechat conversation is assigned to you, the contact request popover displays the customer name, queue name, message thread, agent name, and date. The timer indicates the time that has elapsed since you received the Livechat conversation.

Before you begin

You must be in the Available state to receive requests. If you’re in the RONA state, you must manually change your state from RONA to Available.

1

Click Accept in the request.

The request opens in the compose box, and an interaction pane is displayed.

  • The gray bubble represents customer messages with their initials, and a solid blue bubble represents agent messages.

  • When an administrator deletes an asset, the application interrupts the conversation and displays an alert message on the Agent Desktop. The application won’t allow you to continue the conversation, so you must end it.

2

Enter your response in the compose box.

  • The compose box supports a maximum of 1000 characters.

  • If the administrator has enabled Mask customer sensitive data on Agent Desktop User Interface (UI) setting for the Desktop application, then the application masks Payment Card Industry (PCI) data such as Credit Card, International Bank Account, and Social Security Numbers from the conversation.

  • Moreover, the application masks Personal Identifiable Information (PII) - Email IDs and Mobile Numbers on the Agent Desktop.

Table 1. Example
Before MaskingAfter Masking

+ 1 (123) 456 7890

**********7890

+447966197542

*********7542

melissa@gmail.com

m******@gmail.com

Table 2. Sensitive Data Masking
SectionFields Covered

Task Pane

Title - Inbound Customer Number and Email

Message Preview - Numbers, Email ID, Credit card, SSN, and International Bank Account details.

Notifications

Desktop Notifications - Modal and Preview

Popover Notifications - Inbound Customer Number and Email

Interaction Pane

Title - Inbound Customer Number and Email

Digital Media Pane

Message Signature - Customer Messages - Number and Email

Composer - Placeholder Message - Number and Email

Agent Interaction History - Task Brick

Title - Inbound Customer Number and Email

CAD Variables

System Reserved CAD Variables - Contact Origin - Inbound

Conditional Masking: If the Customer Name is set to Mobile Number, the application masks it on the Agent Desktop.

3

Click Send or press Enter on your keyboard.

When using digital channels, please note that the characters < and > are reserved for replaceable parameters in message templates, and therefore can't be used directly in chat messages by agents.

Transfer a Livechat conversation

If you can’t resolve a customer’s question and want to escalate the Livechat request, you can transfer the chat request to a different agent.

Before you begin

You must accept the request before you can transfer it.

1

Click Transfer.

The Transfer Request dialog box appears.
2

Choose one of the following:

  • Queue—Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available.
  • Agent—Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.
3

(Optional) Click to retrieve the most recent list of queues and agents.

4

Click Transfer.

The transfer request is initiated and the Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

If the agent doesn't accept the chat request, the request is dropped.

Add an agent to a Livechat conversation

Before you begin

You must accept the request before you can add an agent to the chat.

1

Click Conference.

The Conference Request dialog box appears.

2

Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.

3

Click Conference.

When the conference chat request is accepted, the interaction control pane changes the state from Conference Requested to Conference. A message displays that an agent has joined the chat.

4

When ready to end the chat, click End Conference.

The Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

End a Livechat conversation

After you've helped your customer, make sure they confirm that they're ready to end the Livechat session.

1

In the active Livechat session, click End.

The Wrap Up Reasons dialog box appears.
2

Select the wrap-up reason from the drop-down list or use the search field to filter the list.

3

Click Submit Wrap Up.