Handling Multiple Chats

Agents can handle multiple concurrent chats with customers and agents. Agents must be in Available state to accept the first chat. After accepting the first chat, agent’s status changes to Busy. Based on the number of interactions allowed for the agent, chat requests continues to be offered to the agent until he reaches 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 that is of 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:

Chat List

To keep track of multiple chats in progress, a chat list is maintained for customer chats and agent chats. When a new chat is offered to an agent, the Chat List is updated to show this new entry at the top of the appropriate Group. A Question Mark appears in the new message column next to the customer name. Accept  and Reject  icons appear in the same row:

The chat session starts as soon as you accept the chat. A customer chat is displayed in the Customer List while an agent chat is displayed in the Agent List. If the agent selects a chat, the chat information is shown in the chat panel with the Transaction tab selected. If the agent accepts the chat, the chat continues as expected.


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