Accepting chat sessions

An agent can accept multiple chat sessions by selecting a user question. Each chat session opens in a separate window, and the agent can switch between sessions as needed. 

If the Agent Auto Accept feature is enabled by the system administrator, chat sessions are routed automatically and the agent does not have to manually accept a chat session. If an agent does not respond to the user in a defined period of time, the header (question) in the chat window changes color from blue to yellow. If the agent still does not respond, the header is changed to red. These settings are defined by the system administrator in the Support Agent Console section of the Virtual Chat Administration Console.

An agent can accept two types of chat sessions:

1. New chat sessions
   These are fresh chat sessions initiated by the self-service users. These sessions are displayed as Pending Assignment in the chat session window.

2. Transferred chat sessions
   These chat sessions are transferred by other support agents. These sessions are displayed as Pending Transfer to me in the chat session window.

   You can see chat sessions that are transferred from agents belonging to your support group only.

The user and the agent can enter up to 1,500 characters in a chat message, although the limit can depend on the ASCII characters used. For example, characters such as " & and % are counted as 3-5 characters, not as one character. 

The following sections are included in this topic:

Before you begin

Before you accept chat sessions, perform the following setting:

• To see a list of all the pending chat sessions, in the Filter Chat Lists , in the Quick Action area of the Support Agent Console, select All.

To accept a chat session

An agent can accept new chat sessions and transferred chat sessions using the following procedure:

1. From the IT Home page, select Applications > Virtual Chat > Support Agent Console.

2. From the list of chats, click the chat you want to accept. 

   Note

   An agent can view Pending Assignment sessions only after all the Pending Transferred to me sessions are accepted.

   
   The chat history appears and the user receives notification that you are online.
   
   

3. In the chat session window text box, type your response and press Enter (or click Send ).

Related Topics

Chatting with users

Managing chat sessions

Inviting other agents

Sending and receiving attachments