Chat ControlsThe controls available to you during an active chat session allow you to take a variety of actions including [[#Select_Notes_Control|taking notes]], [[#Search_the_Knowledge_Base|searching the Knowledge Base]], and [[#Add_an_Attachment|adding attachments]]; the following is a list of buttons and controls you will see.[[File:AD-Chat-Controls-1-532.PNG|400px|thumb|center|An active chat session]][[File:Ad-Schedule-Follow-Up-Button-532.PNG|40px]]The ''Schedule a follow-up activity'' button allows you to [[Agent-guide/Tutorials/Calendar/HowtoScheduleanEvent|schedule an event]] in your calendar. Scheduling events lets you set reminders to follow-up with customers, agents, or activities at a later time. [[File:AD-Create-New-Case-Button-532.PNG|40px]]The ''Add a new case'' button allows you to create a new case related to an interaction. Creating cases for chat sessions creates a record of the interaction and can allow you to follow up with the customer through other channels (i.e., email, voice). For more information, see [[Agent-guide/Tutorials/Cases/HowtoCreateNewCases|How to Create New Cases]].[[File:AD-VoIP-Call-Button-532.PNG|40px]]If enabled for your chat service, the ''Start VoIP Call'' button allows you to make a VoIP call to the customer. For more information, see [[Agent-guide/Tutorials/Chat/HowtoHaveanAudioChat|How to Have an Audio Chat]].[[File:AD-Flag-Button-532.PNG|40px]]The ''Flag the chat'' button allows you to flag the chat; flagging a chat indicates to your supervisor that you need assistance with the interaction. For more information, see [[Agent-guide/Tutorials/Chat/HowtoFlagaChatSession|How to Flag a Chat Session]].[[File:AD-End-Chat-Button-532.PNG|40px]]The ''End Chat'' button ends the chat. Note that if you are conducting a [[#Invite_for_Conference_or_Warm_Transfer|conference]] and there is more than one agent and/or supervisor active in the chat session, selecting the End Chat button will end the chat for you only (i.e., the chat will stay active until the last user ends it). [[File:AD-Chat-Select-Service-Control-532.PNG|70px]]The ''Channel Selector'' control allows you to chat with the customer on a different media channel (i.e., web chat, SMS, Facebook Messenger, etc.) without ending the conversation. The Channel Selector will show all media channels available to you. If your contact center integrates with Facebook Messenger and WhatsApp, for example, those messenger types will be shown. The default channel type will be the same as the active interaction.[[File:AD-Chat-Message-Field-532.PNG|450px|thumb|center|The message field during an active chat]][[File:AD-Chat-Notes-Control-532.PNG|30px]]When selected, the notes control allows you to take notes during the chat session. The notes [[File:AD-Chat-Notes-Indicator-Icon-532.PNG|30px]] icon indicates to you this is a ''notes'' field and not a ''message'' field. For more information, see [[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes|How to Enter Dispositions and Notes]].[[File:AD-Chat-Notes-532.PNG|450px|thumb|center|You may take notes during your chat session]][[File:AD-Chat-Select-Disposition-Control-532.PNG|30px]]If your contact center uses dispositions, when selected, the disposition control allows you to predisposition the interaction before the chat ends; note that the disposition may be changed after the chat has ended but before the interaction is [[#Complete|completed]]. For more information, see [[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes|How to Enter Dispositions and Notes]].[[File:AD-Chat-Disposition-532.PNG|450px|thumb|center|You may disposition a chat before it ends]][[File:AD-Chat-Invite-Icon-532.PNG|30px]]When selected, the ''Invite for conference or warm transfer'' pops a directory and allows you to select another agent or supervisor to join (i.e., conference) the chat. Note that after another user joins the chat, you may select the [[#End_Chat|End Chat]] button and leave; the chat will remain active for the other user.[[File:Initiate-Remote-Session-Button.PNG|30px]]The presence of this button indicates that your contact center allows either [[Agent-guide/Tutorials/Chat/RemoteAssistance|remote assistance]] via integration with LogMeIn Rescue '''or''' [[Agent-guide/Tutorials/Chat/SurflyCo-browsing|co-browsing]] via integration with Surfly. '''Note''': Ask your supervisor which feature is available to you.[[File:AD-Chat-Search-KB-Icon-532.PNG|30px]]When selected, the ''Search the Knowledge Base'' icon pops the Knowlege Base panel, allowing you to browse through articles, look for keywords, and so forth. For more information, see [[Agent-guide/Tutorials/KnowledgeBase/HowtoUse|How to Use a Knowledge Base Article]].[[File:AD-Chat-Add-Attachment-Icon-532.PNG|30px]]When selected, the ''Add an attachment'' icon pops a window and allows you to select a file from your computer to upload to the chat as an attachment. For more information, see [[Agent-guide/Tutorials/Chat/HowtoSendandReceivePicturesandDocuments|How to Send and Receive Pictures and Documents]].[[File:AD-Chat-Insert-Emoji-Icon-532.PNG|30px]]When selected, the ''Insert emoji'' icon pops a selection of emojis; selected emojis are inserted into the message field.[[File:AD-Chat-Canned-Response-Icon-532.PNG|30px]]When selected, the ''Select predefined message'' icon pops a list of [[Agent-guide/Tutorials/Chat/HowtoCreateandEditCannedChatResponses|canned chat responses]] you have defined in Agent Desktop. Canned chat responses are used to populate the [[#Select_Messenger_Control|message]] field. For more information, see [[Agent-guide/Tutorials/Chat/HowtoCreateandEditCannedChatResponses|How to Create and Edit Canned Chat Responses]].[[File:AD-Chat-Canned-Responses-532.PNG|650px|thumb|center|Predefined messages, also known as canned chat responses]][[File:AD-Chat-Complete-Interaction-Button-532.PNG|40px]]After your chat session is completed, you will have time to complete ''After Call Work (ACW)''. ACW includes writing notes, dispositioning the chat, or finishing filling out any forms related to the service. For more information, see [[Agent-guide/Tutorials/Calls/HowtoWrapUpAfter-callWork|How to Wrap Up After Call Work]].[[File:AD-Chat-Complete-532.PNG|450px|thumb|center|The Complete button at the bottom of the chat]]