Working With Chat Requests

As a support person (a.k.a. agent), you are going to handle incoming customer chat conversations. This includes the following activities:

• making yourself available for chatting

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• monitoring chat request queues

  • in the request queue

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  • or in the Chats Page

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• responding to the customer's chat

  • from the issue page

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  • or from the Chats Page

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The above activities are described in the sections below:

• Agent Online Status

• Handling Requests

• Chats Page

• Issue View of the Chat

• Desktop Notifications