Handle multiple chats

8x8 Contact Center agents can handle multiple chats with customers and agents concurrently. Your status must be Available to accept the first chat. After accepting the first chat, your status changes to Busy. Based on the number of interactions allowed, chat requests continue to be offered to the agent until they reach the maximum allowed customer chats. When a new chat request is offered, the chat tab indicates an incoming request by blinking if the Chat tab is not in focus.

At the same time, the customer receives a message to wait until an agent becomes available. You can accept or reject the chat at this time. On accepting a chat, the system looks to see if the chat is with an existing customer. If a matching CRM record is found, the customer detail record is presented to the agent in a separate tab. In the absence of a matching record, a new customer record opens.

The agent can now chat with the customer and be open for handling more chat requests.

Multiple chats can be:

Multi-chat table

To understand and handle multiple chats in 8x8 Contact Center, see the following table to learn the status icons found in multi-chat:

Icon Description

A chat has arrived, and is waiting for the agent to accept.

A chat is offered to the agent, and is waiting to be accepted or rejected.

Accept the offered chat.

Reject the offered chat.

There is one active customer chat for the agent. Orange indicates that the agent has sent their response to the customer.

There is one active customer chat for the agent, pending the agent’s response. Red indicates that the response is past SLA.

Indicates that the customer or second agent has sent an interaction, and is waiting for the agent’s response.

Indicates that the agent has read the message, but has not responded yet.

Note: Once the agent responds to the chat message, the timer icon disappears.

Indicates that the customer has sent an interaction and is waiting for longer than the targeted service level. There is no such alert for an agent.

Indicates that the agent has read a message that was pending longer than 30 seconds.

There is one active agent chat for the agent. Orange indicates that the agent has responded to the other agent, and not yet reached the targeted service level.

There is one active agent chat for the agent, pending the agent's response. Red indicates that more than 30 seconds have passed since the agent last responded to the other agent.

The following diagram shows multi-chat status icons from an agent's point of view:

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