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Chat Overview

In the Agent Console, 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 or other information to identify them before beginning the chat interaction. Virtual Contact Center uses this information to look up our Local CRM for a matching customer record. When you accept the new chat session, the Agent Console opens the matching customer details record. If the customer has not supplied any identifying information before beginning the chat, you can use the chat window to ask the customer for the information you need to create a new customer or case record.

Figure 140: Overview of Virtual Contact Center Chat

The chat interactions directed from A or C implementation flows through the specified Virtual Contact Center chat queue and then to the available contact center agents. Agents can process:

For detailed information regarding Support Center and Single Chat, refer to Virtual Contact Center 8.0 documentation guide.

Multi Chat is a new feature that allows customer-to-agent or agent-to-agent chat.

Multilingual Support for Chat

In multilingual support for chat, customers can choose to chat in any of the supported languages. Agents can handle customer chats in any of the supported languages they speak or use automatic translation tool. Each Virtual Contact Center agent is associated with a primary and one or more secondary languages of fluency. The multilingual chat flow can be represented as follows:

This chapter includes the following topics:


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