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<translate>= How to Accept a Chat Request= <!--T:1-->
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<translate>= How to Accept a Chat Request=
 
When logged in to the Agent Desktop application and in the ''Ready'' state, you are available to receive interactions such as chats at any time. Accepting a chat request is simple.
 
When logged in to the Agent Desktop application and in the ''Ready'' state, you are available to receive interactions such as chats at any time. Accepting a chat request is simple.
  
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When a service chat interaction is delivered to your desktop, you will hear a tone and see an alert pop-up window titled '''Web Chat''' indicating a chat request. Your state will change from [[agent-guide/HowtoInterpretYourCurrentStateInformation|''Ready'']] to [[agent-guide/HowtoInterpretYourCurrentStateInformation|''Busy'']]. The alert pop-up window will display the name of the service requested by the customer as well as the customer’s name if it was provided in the chat request form.
 
When a service chat interaction is delivered to your desktop, you will hear a tone and see an alert pop-up window titled '''Web Chat''' indicating a chat request. Your state will change from [[agent-guide/HowtoInterpretYourCurrentStateInformation|''Ready'']] to [[agent-guide/HowtoInterpretYourCurrentStateInformation|''Busy'']]. The alert pop-up window will display the name of the service requested by the customer as well as the customer’s name if it was provided in the chat request form.
  
  
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[[File:Incoming-Web-Chat-50.png|thumb|800px|center|Web chat alert]]
 
[[File:Incoming-Web-Chat-50.png|thumb|800px|center|Web chat alert]]
  
  
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To accept the chat request, follow these steps:
 
To accept the chat request, follow these steps:
  
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# Click the '''Accept''' button.
 
# Click the '''Accept''' button.
 
# The ''Active Communications List'' will display the chat icon [[File:Chat-Icon-50.png|26px]], which indicates that the chat session is now established and the timer for this session will start.
 
# The ''Active Communications List'' will display the chat icon [[File:Chat-Icon-50.png|26px]], which indicates that the chat session is now established and the timer for this session will start.
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'''Note''': If you are already chatting with a customer and receive a new alert pop-up, you will have the option to either '''Open''' or '''Accept''' the new chat. If you select '''Open''', the chat is accepted but the focus will shift to the new chat; if you select '''Accept''', the chat will be accepted but the focus will stay on the original chat and not the new one.
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[[File:Active-Web-Chat-50.png|thumb|800px|center|A service chat session]]
 
[[File:Active-Web-Chat-50.png|thumb|800px|center|A service chat session]]
  
  
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If you do not accept a chat request within a predefined amount of time, you will be automatically switched to the ''Not Ready'' state. You will need to [[agent-guide/HowtoMakeYourselfReady|make yourself manually ''Ready'']] when you are ready to receive another chat.
 
If you do not accept a chat request within a predefined amount of time, you will be automatically switched to the ''Not Ready'' state. You will need to [[agent-guide/HowtoMakeYourselfReady|make yourself manually ''Ready'']] when you are ready to receive another chat.
  
 
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'''Note:''' Unaccepted chat requests will appear in your performance and activity reports.
 
'''Note:''' Unaccepted chat requests will appear in your performance and activity reports.
  

Revision as of 22:04, 18 April 2019

Other languages:
English • ‎日本語
• 5.19 • 5.3 • 5.8

How to Accept a Chat Request

When logged in to the Agent Desktop application and in the Ready state, you are available to receive interactions such as chats at any time. Accepting a chat request is simple.

When a service chat interaction is delivered to your desktop, you will hear a tone and see an alert pop-up window titled Web Chat indicating a chat request. Your state will change from Ready to Busy. The alert pop-up window will display the name of the service requested by the customer as well as the customer’s name if it was provided in the chat request form.


Web chat alert


To accept the chat request, follow these steps:

  1. Click the Accept button.
  2. The Active Communications List will display the chat icon Chat-Icon-50.png, which indicates that the chat session is now established and the timer for this session will start.
  3. The available customer information will be displayed in the Contact Info Panel.
  4. You can now begin a chat session with the customer.


Note: If you are already chatting with a customer and receive a new alert pop-up, you will have the option to either Open or Accept the new chat. If you select Open, the chat is accepted but the focus will shift to the new chat; if you select Accept, the chat will be accepted but the focus will stay on the original chat and not the new one.


A service chat session


If you do not accept a chat request within a predefined amount of time, you will be automatically switched to the Not Ready state. You will need to make yourself manually Ready when you are ready to receive another chat.

Note: Unaccepted chat requests will appear in your performance and activity reports.


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