チャットコントロール
アクティブなチャットセッション中にコントロールを使うことで、コメントの入力, ナレッジベースの検索, 添付ファイルの追加などのアクションを実行できます。以下は、表示されるボタンとコントロールのリストです。
フォローアップアクティビティのスケジュール設定
フォローアップアクティビティのスケジュール設定ボタンを使うことで、 カレンダー上でイベントのスケジュール設定を実行できます。イベントのスケジュールを設定すると、後でお客様、エージェント、またはアクティビティをフォローアップするようにリマインダーを設定できます。
新しいケースの追加
新しいケースの追加ボタンを使うと、対話に関連する新しいケースを作成できます。チャットセッション関連のケースを作成すると、対話の記録が作成され、他のチャネル（メール、音声など）を通じてお客様に対してフォローアップできるようになります。詳しい情報は、新しいケースの作成方法をご覧ください。
VoIPコールの開始
このサービスがチャットサービスで有効になっている場合、VoIPコールの開始ボタンを使うと、お客様にVoIPコールを発信できます。詳しい情報については、音声チャットの利用をご覧ください。
Flag the Chat
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 How to Flag a Chat Session.
End Chat
The End Chat button ends the chat. Note that if you are conducting a 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).
Select Messenger Control
The messenger selection control allows you to select the messenger type (i.e., chat, SMS, MMS); the default messenger type will be that of the active interaction. Whether you have selected a specific messenger type or are using the default, you will be presented with a message field where you may enter a message to send to the customer. To send a message to the customer, type your message, then press the <ENTER> key or click the send message 
icon.
Select Notes Control
When selected, the notes control allows you to take notes during the chat session. The notes 
icon indicates to you this is a notes field and not a message field. For more information, see How to Enter Dispositions and Notes.
Select Disposition Control
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 completed. For more information, see How to Enter Dispositions and Notes.
Invite for Conference or Warm Transfer
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 button and leave; the chat will remain active for the other user.
Co-browsing or Start Remote Assistance
The presence of this button indicates that your contact center allows either remote assistance via integration with LogMeIn Rescue or co-browsing via integration with Surfly. Note: Ask your supervisor which feature is available to you.
Search the Knowledge Base
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 How to Use a Knowledge Base Article.
Add an Attachment
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 How to Send and Receive Pictures and Documents.
Insert Emoji
When selected, the Insert emoji icon pops a selection of emojis; selected emojis are inserted into the message field.
Select Predefined Message
When selected, the Select predefined message icon pops a list of canned chat responses you have defined in Agent Desktop. Canned chat responses are used to populate the message field. For more information, see How to Create and Edit Canned Chat Responses.
Complete
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 How to Wrap Up After Call Work.
