From Bright Pattern Documentation
< 5.19:Agent-guide | Work | Chats
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| − | = Chats Overview = | + | = Chats Overview = <!--T:1--> |
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. | 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. | ||
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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''. | 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 == | + | == Articles == <!--T:3--> |
The following is a list of articles in this section: | The following is a list of articles in this section: | ||
*[[Agent-guide/Work/Chats/ChatControls | Chat Controls]] | *[[Agent-guide/Work/Chats/ChatControls | Chat Controls]] | ||
| − | == Tutorials == | + | == Tutorials == <!--T:4--> |
Learn more about chat interactions in this guide's [[Agent-guide/Tutorials/Chat | Tutorials]] section. | Learn more about chat interactions in this guide's [[Agent-guide/Tutorials/Chat | Tutorials]] section. | ||
| − | === Personal Chat Tutorials === | + | === Personal Chat Tutorials === <!--T:5--> |
*[[Agent-guide/Tutorials/Chat/HowtoStartaGroupChat | Group Chat ]] | *[[Agent-guide/Tutorials/Chat/HowtoStartaGroupChat | Group Chat ]] | ||
*[[Agent-guide/Tutorials/Chat/HowtoUseInternalChat | Personal Chat ]] | *[[Agent-guide/Tutorials/Chat/HowtoUseInternalChat | Personal Chat ]] | ||
| − | === Service Chat Tutorials === | + | === Service Chat Tutorials === <!--T:6--> |
*[[Agent-guide/Tutorials/Chat#Accepting.2FRejecting_Chats | Accepting/Rejecting Chats]] | *[[Agent-guide/Tutorials/Chat#Accepting.2FRejecting_Chats | Accepting/Rejecting Chats]] | ||
*[[Agent-guide/Tutorials/Chat#Audio.2FVideo_Chats | Audio/Video Chats]] | *[[Agent-guide/Tutorials/Chat#Audio.2FVideo_Chats | Audio/Video Chats]] | ||
Revision as of 04:22, 25 June 2020
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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:
Tutorials
Learn more about chat interactions in this guide's Tutorials section.
Personal Chat Tutorials
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
- Transfers
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