Ways to Request Assistance

Bright Pattern Documentation

Generated: 12/03/2021 12:44 am
Content is available under license unless otherwise noted.

How to Use Personal Chat

At any time during your working session, you can send a Personal Chat message to your supervisor or another member of your team. The use of Personal Chat does not affect your operations with service interactions in any way.

Overview of Personal Chat

How to Send Personal Chat Messages

There are two ways to send Personal Chat messages:

  1. From within the Directory
  2. From the Personal Chats section of the Chat Center.

From the Directory

Chat from within the Directory while working in other areas

From the Chat Center

Choose Select from Directory

Select the user to initiate chat

Additional Features of Personal Chat

Starring a Message

It is possible to bookmark important, individual messages within a chat by clicking the Star Personal-Chat-Star-50.PNG icon. When you star a message, it becomes pinned to the area right of the chat in the Chat Center. Please note: You can only star received messages, not sent ones.

To star a message, follow these steps:

  1. Find the message.
  2. Click the Star Personal-Chat-Star-50.PNG.
  3. The star will have changed from a light color Personal-Chat-Star-50.PNG to a dark color Personal-Chat-Marked-Star-50.PNG.

From here, you will see the starred message appear in the area to the right of the chat.

Example of a starred message

When you click on the starred message, it will act as a shortcut, bringing the message to the top of the chat area.

Starred messages act as bookmarks within a Personal Chat

How to Make a Consultation Call

A consultation call is a call you make with respect to another active call on your desktop.

Follow these steps to make a consultation call:

  1. Place your primary call on hold first. See How to Hold and Retrieve a Call for more information.
  2. Make a call to the consultation party. See How to Make an Internal Call or How to Make an Outbound Call for more information.
  3. The Active Communications List will display both calls, the primary call with the hold icon Hold-Button-50.png, and the consultation call with the outgoing call icon Outgoing-Call-Icon-50.png.
  4. If the consultation party is an agent or a supervisor, you can send the content of the Context Information Area related to the primary call by clicking the Send Screen Send-Screen-Button-50.png button.
  5. After finishing the consultation, click the End Call button End-Call-Button-50.png to release the consultation call. (You can instead transfer your primary call to, or conference it with, the consultation party. See How to Transfer a Call and How to Host a Conference for more information.)
  6. Retrieve the active call. See How to Hold and Retrieve a Call for more information.

Primary and consultation call in the Active Communications List

Note: You can also alternate between the primary and consultation calls by retrieving them in turn. (Clicking the Retrieve button will automatically put the current active call on hold).