5.19:Agent-guide/Tutorials/Chat

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• 5.19 • 5.3 • 5.8

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Chats

• Overview

Accepting/Rejecting Chats

• How to Accept a Chat Request
• How to Reject a Chat Request

Audio/Video Chats

• How to Have an Audio Chat
• How to Have a Video Chat

Canned Responses

• How to Create and Edit Canned Chat Responses

Co-browsing

• How to Co-browse with Surfly Integration
• How to Co-browse

Creating Cases

• How to Create a Case from a Chat Session

Flagging Chats

• How to Flag an Interaction

Follow-ups

• How to Schedule a Follow-Up Activity from a Chat Session

Forms

• How to Send a Secure Form

Multiple Chats

• Handling Multiple Chat Sessions

Masking Sensitive Data

• How to Remove Sensitive Data from Chats

Remote Assistance

• Overview: Remote Assistance in Chats
• How to Initiate Remote Assistance During a Chat/SMS/Messaging Session
• How to Transfer a Remote Assistance Session to a Different Agent During a Chat Session

Sending Chat Messages

• How to Send SMS/Text Messages
• Chat Messages
• How to Send and Receive Pictures and Documents

Terminating the Chat

• How to End a Chat Session

Transfers

• How to Transfer Your Chat Session

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