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• 5.19 • 5.3 • 5.8

Chats Overview

If chat is enabled for your contact center, you will be chatting with either other contact center users via the Chat Center, or with customers routed to you via service chats.

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

The following is a list of articles in this section:

• Chat Controls

Tutorials

Learn more about chat interactions in this guide's Tutorials section.

Personal Chat Tutorials

• Group Chat
• Personal Chat

Service Chat Tutorials

• Accepting/Rejecting Chats
• Audio/Video Chats
• Canned Responses
• Co-browsing
• Creating Cases
• Flagging Chats
• Follow-ups
• Forms
• Multiple Chats
• Sending Chat Messages
• Terminate the Chat
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