Start a chat session through Legal Counsel Center Inbox

Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.

Before you begin

Role required: sn_lg_ops.legal_fulfiller

About this task

The live agent support enables a chat interaction between an employees and legal department users. For more information, see Live agent support for legal services.

Procedure

1. Navigate to All > Legal Request > Legal Counsel Center.
2. Click the inbox icon ().
3. Select Available from Status to make yourself ready to take incoming chat request.
   Employees on a Virtual Agent chat can use the Contact Live Agent option to connect.
4. When a chat comes through the chat queue, select Accept.
   A new interaction record is created and appears on the Legal Counsel Center.
5. From the Active Chat panel, interact with the employee who initiated the chat through the Public Chat tab or with another Legal department user for any information related to the current chat queries through the Private Chat tab.
   • To chat, enter a message and click the send icon () or press the Enter key.
     Using response templates, you can insert predefined content in your chat conversations. Select the response template icon () and find an appropriate response template. Copy and paste the template's content into the chat.

     Note:

     Only response templates configured for a chat channel are available to use. For more information see Response templates configured for chat channel.
   • To send an attachment, click the send attachment to chat icon (), select the file to attach, and click Open.
   • To transfer the chat to another queue, click the transfer to queue icon () and select the queue.
   • To transfer the chat to another available agent, click the transfer to agent icon () and select the agent name.

Related topics

• Getting work from chats
• Interaction records in Workspace