Handle chats in 8x8 Contact Center for Zendesk
A chat channel facilitates communication of interactions in and out of a 8x8 Contact Center tenant. When an interaction comes to the channel via chat, it is directed to the appropriate queues via skill-based routing rules.
To receive or send chats using the 8x8 Contact Center for Zendesk, you must:
- Be a member of the chat queue to which the chat is routed.
- Place yourself in the Available status.
The data lookup for searching the CRM is via an email address. To trigger a chat request, customers must enter an email ID.
Chat flow
If the application is open, when a chat is offered, the Chat tab blinks red indicating an inbound interaction. Click the chat tab to accept the chat.
To accept a chat:
- Click the Chat tab to accept the chat.
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Handle the chat interaction with the customer. The Search tab allows you to see the matching records or add your Wrap up notes.
Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.
- Click End to finish the chat.
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The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to add more notes for the chat.
Note: Your administrator sets the post-processing timer. If the post-processing countdown interval reaches zero, 8x8 Contact Center for Zendesk automatically sets your status to Available.
- Click End Post Processing, or wait for the chat to terminate.
- Click Work Offline if you need more time to complete any post-processing tasks.
- At the termination of the chat interaction, the chat log pops. The log includes information about the time the chat was initiated, accepted, and terminated, along with the chat transcript.
