Agents can have an unlimited number of chats with agents of the same functional group, such as sales or support, in the same tenant. You can chat with other agents in your group to consult, seek advice, or inform of a customer call transfer. You can initiate an agent-to-agent chat via a menu option in the Status tab. The Agent Status tab can be accessed via the Status tab in the Control Panel.
To initiate a chat with an agent:
Note: You need to be part of the same functional group to be able to see and chat with another agent. Supervisors, however, can see and chat with the agents of other groups.
Note: Status icons indicate pending agent chat messages. These icons disappear when you respond to the message. For a complete description of the status icons, refer to the Multi-Chat Table.
Note: There is no button to accept or reject agent-to-agent chat. The chats are received automatically.
As Agent B, the moment you receive a chat request from Agent A, the number on the chat tab starts blinking red as shown in . In addition, indicates that a chat requires your response. Note that agent A appears in the Agent List.
To process an incoming chat from an agent:
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