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Service Chat Tutorials

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

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

Sending Chat Messages

• Chat Messages
• How to Send and Receive Pictures and Documents

Terminate the Chat

• How to End a Chat Session

Transfers

• How to Transfer Your Chat Session

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