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 are in the RONA state, you must manually change your state from RONA to Available.

1

Click Accept in the request.


 

Customer messages are represented by a gray bubble with customer's initials. Agent messages are represented by a solid blue bubble.

2

Enter your response in the compose box.


 

The compose box supports a maximum of 1000 characters.

3

Click Send or press Enter on your keyboard.

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.