Chat Center Tutorials

The Chat Center allows you to send and receive messages to individual users or to groups in your contact center. We call these types of chat interactions personal chats. The chat interactions that you have with customers are called service chats.

Articles

• How to Use Personal Chat
• How to Use Group Chat

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.

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

• Select the desired contact from the Directory.
• Clicking the Chat icon next to the contact's name in the Directory will launch a new chat.
• To send a message, type in the Text Input Field area, then press the Enter key or click on the Send the message icon.

From the Chat Center

• To access the Chat Center, click on the icon.
• Next, go to the Personal Chats section and click on the + icon to bring up the Directory.

• From the Select Agent for Chat directory, search for the contact you would like to message, click on their icon, then click the Select button.

• To send a message, type in the Text Input Field area, then press the Enter key or click on the Send the message icon.

Additional Features of Personal Chat

• For added organization, it is possible to filter messages by day, week, month, or all.
• Messages will appear with a timestamp in the chat transcript area above the Text Input Field.

Starring a Message

It is possible to bookmark important, individual messages within a chat by clicking the Star 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 .
3. The star will have changed from a light color to a dark color .

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

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

How to Use Group Chat

The Group Chat feature allows agents, supervisors, and other users to chat within your contact center. Many features of Group Chat are similar to Internal Chat and Service Chat; however, Group Chat is not for chatting with individual users or customers.

For more information on Internal Chat, see How to Use Internal Chat. For more information on Service Chat, see sections about Handling Service Chats.

How to Access Group Chat

Group Chat is accessible through the Chat Center. To access the Chat Center, click on the icon. To initiate a Group Chat, click Create New Group (this is the + icon to the right of #Groups).

Renaming a Group Chat

The default Group Chat channel name is #New Chat Group. To rename a Group Chat, click in the #New Chat Group field and type the new name. When you are finished, click anywhere outside of the field and the new name will save.

Managing Group Chat Members

When you have created a Group Chat, you have the ability to add and remove members. Furthermore, any member in a Group Chat can Invite additional members.

Adding Group Chat Members

To add members to the new chat group, follow these steps:

1. Click the + icon in the Invite area of the Chat Center.
2. The pop-up directory Select Agent for Chat will appear. Use the search bar at the top of the directory or scroll down the list to find a user.
3. Click on the user you would like to add to your Group Chat and then click Select. Members may be added one at a time.

Removing Group Chat Members

While anyone in a Group Chat can invite additional users, the creator of the group can remove any or all specific members. Additionally, any user can remove themself from a chat.

To remove a member from the chat Group, click the X icon to the right of their name.

To remove yourself from a group, click the X to the right of any Group Chat.

If you removed yourself from a group you did not create, the creator can Invite you again and all previous messages can be viewed. If you are the creator of a Group Chat and delete it, the group will be removed for all users.

Messaging and Notifications

Once you have created or are added to a Group Chat, you can send and receive messages regardless of of your state (e.g. Ready, Not Ready, Supervising, etc.). To send a message, type in the Text Input Area area, then press the Enter key or click on the Send the message icon.

If you have been active in another chat or even logged out of Agent Desktop, when you return you will see the number of missed messages next to a given group.

Adding Attachments in Group Chat

This feature is reserved for future use.