Overview of Chat Interactions

In Agent ConsoleClosedVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., chat interactions provide a means of responding in real time to customer inquiries.

Depending on the configuration of your contact center, the contact center's chat access page can be configured to either allow or require a customer to supply an account number, case ID, or other numerical information before beginning the chat interaction. When you accept the new chat session, AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console uses the information to automatically access customer or case records in the Local CRM.

If the customer has not supplied any identifying information before beginning the chat, you can ask the customer via chat window the information you need to create a new customer or case record.

Note: As an agent you can process up to six concurrent chats from customers, and an unlimited number of chats with agents.

Co-Browsing Support for Chat

Virtual Contact CenterClosedA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. offers Co-browsing via chat. Agents and customers can request or allow Co-browsing sessions via chat. For details, see how we offer remote customer assistance via chat.

Multilingual Support for Chat

Virtual Contact Center offers multilingual support for chat. With this feature, customers can choose to chat in any of the supported languages. Agents can handle customer chats in any of the languages supported, or use an automatic translation tool. Each Virtual Contact Center agent is associated with one primary and one or more secondary languages of fluency.

With multilingual support for chat:

Supported Languages

Virtual Contact Center offers chat translation support for English, Russian, German, Japanese, Spanish, French, Chinese, Portuguese, Italian, or Polish.

To learn how to handle multilingual chat requests, refer to Handle Multilingual Chats.

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