How to accept a chat in the Agent Workspace
To work with a chat, click it on the left side of the workspace under Live Sessions.
- View customer information and history
- When a chat is minimized, click Show info.
- Show custom integrations
- Maximize the chat. Custom integrations are displayed at the top of the workspace.
- Send a link to a web page (URL)
- In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.
- Push a web page (URL)
- In the chat panel, use Push web page to automatically open a URL in the customer's default browser.
Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window. - Insert an image (URL)
- In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.
- Transfer a file
- When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.
The following apply when sending files:
- Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
- File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.
- Flag a chat
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You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an Operator removes the flag.
Note: You can also flag chats in Monitor View. - Increase text size of your chat panel
- For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations in the Agent Workspace.
- Block a customer from chatting with Operators
- Click the hand icon to block a customer from chatting with Operators of your organization. An admin can later unblock the customer. See How to block customers during chat in the Agent Workspace.
- End the chat
- Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:
- Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
- Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
- No, continue the chat - Select if you want to continue the conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:- At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
- Enable Confirm end chat.
What are best practices for agents?
- Use standard greeting
- Use Quick accept when on multiple chats
- Reply quickly even if it to say you need more time
- Use Canned Messages for standard responses
- Use a simple pre-chat form and do not make too many fields mandatory
- Ask for feedback (CSAT survey)
- Use meaningful wrap-up (disposition codes)
- Increase text size for accessibility purposes as applicable
- Leverage suggestions for agent feedback on chatbot content
- Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.
Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.