Accept a chat session

Begin a conversation with a customer by selecting a chat queue in the chat session. You can work on multiple chats in different queues simultaneously.

Before you begin

Role required: workspace_user

Procedure

1. Navigate to All > Workspace Home > Inbox.
2. From your inbox, accept or reject a chat.
   
   
   You are automatically connected to the first customer in the chat queue, which is the oldest request in the queue. The Active Chat panel displays a pre-chat message acknowledging the customer chat request. You can review the customer information before you enter a response in the Active Chat panel.

   Note:

   If your session has long-running transactions, there may be a delay in assigning a work item to you and the inbox cards may display a "delayed transactions" message.

   In the chat workspace, an interaction parent tab with a details child tab open for the session. The details child tab offers more information on the chat request and provides contextual options for performing related operations during the chat session.

3. Use chat tools for managing the chat and contextual options to perform related tasks.

   Option	Description
   Manage your chat	Do the following actions from the Actions toolbar: Add an attachment. Transfer a chat to another queue. Transfer a chat to another agent.
   Perform additional support tasks	Engage in other support work during the chat session by using the contextual options in the Details tab. For example, you can: Update chat information. Create a new case or incident. From the sub-tab, you can select other contextual options to work on a resolution for the case or incident. For example, you might need to escalate the issue. Choose a related task in the More options (….), such as send email. Search for relevant information in the knowledge base using Agent Assist.

4. In the Detailstab of the interaction, end the chat session by clicking Close.
   Ending the chat saves the conversation history and closes out the interaction. You can also end a chat by closing the tab. If you end the chat this way, you lose all of the conversation history and you cannot save the information in the interaction record.