|
|
| Line 1: |
Line 1: |
| − | <translate>= How to Use Personal Chat =
| + | #REDIRECT [[Agent-guide/Tutorials/ChatCenter/HowtoUseInternalChat]] |
| − | 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.
| |
| − | | |
| − | | |
| − | [[File:Personal-Chat-Overview-50.PNG|thumb|800px|center|Overview of Personal Chat]]
| |
| − | | |
| − | | |
| − | == How to Send Personal Chat Messages ==
| |
| − | There are two ways to send Personal Chat messages:
| |
| − | # From within the [[agent-guide/HowtoUsetheDirectory|Directory]] | |
| − | # From the ''Personal Chats'' section of the ''Chat Center''.
| |
| − | | |
| − | | |
| − | === From the ''Directory'' ===
| |
| − | * Select the desired contact from the [[agent-guide/HowtoUsetheDirectory|''Directory'']].
| |
| − | * Clicking the '''Chat''' [[File:Personal-Chat-New-Message-Icon-50.PNG|26px]] 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'''[[File:Group-Chat-Send-Message-50.PNG|26px]] icon.
| |
| − | | |
| − | | |
| − | [[File:Personal-Chat-From-Directory-50.PNG|thumb|800px|center|Chat from within the ''Directory'' while working in other areas]]
| |
| − | | |
| − | | |
| − | === From the ''Chat Center'' ===
| |
| − | * To access the ''Chat Center'', click on the [[File:Group-Chat-Call-Center-Icon-50.PNG|26px]] icon.
| |
| − | * Next, go to the ''Personal Chats'' section and click on the '''+''' icon to bring up the ''Directory''.
| |
| − | | |
| − | [[File:Personal-Chat-New-Message-50.PNG|thumb|400px|center|Choose ''Select from 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.
| |
| − | | |
| − | | |
| − | [[File:Personal-Chat-Directory-50.PNG|thumb|400px|center|Select the user to initiate chat]]
| |
| − | | |
| − | | |
| − | * To send a message, type in the ''Text Input Field'' area, then press the '''Enter''' key or click on the '''Send the message'''[[File:Group-Chat-Send-Message-50.PNG|26px]] 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''' [[File:Personal-Chat-Star-50.PNG|26px]] 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:
| |
| − | | |
| − | # Find the message.
| |
| − | # Click the '''Star''' [[File:Personal-Chat-Star-50.PNG|26px]].
| |
| − | # The star will have changed from a light color [[File:Personal-Chat-Star-50.PNG|26px]] to a dark color [[File:Personal-Chat-Marked-Star-50.PNG|26px]].
| |
| − | | |
| − | | |
| − | From here, you will see the starred message appear in the area to the right of the chat.
| |
| − | | |
| − | | |
| − | [[File:Personal-Chat-Starred-Messages-3-1-50.png|thumb|800px|center|Example of a starred message]]
| |
| − | | |
| − | | |
| − | When you click on the starred message, it will act as a shortcut, bringing the message to the top of the chat area.
| |
| − | | |
| − | | |
| − | [[File:Personal-Chat-Click-Starred-Message-50.PNG|thumb|800px|center|Starred messages act as bookmarks within a Personal Chat]]
| |
| − | | |
| − | | |
| − | | |
| − | | |
| − | </translate>
| |
