Master Page

Conducting Chat Sessions

To send messages to the customer:

  1. In the Chat pane, type your response and press ENTER on the keyboard to send the message to the customer.
    Press SHIFT + ENTER to add a line break. 

  2. If the Solve feature is configured, you can use the Solve button available in the Reply pane to find solutions for customer queries.

  3. You can use quick responses to send common messages used in chat, depending on how your administrator has configured the chat channel. To use the quick responses, in the Text box toolbar click the arrow in the Quick responses button.  From the list of quick responses, select the one you want to use. The text of the quick response appears in the Text box. Review it and make any changes, if required.

  4. Like quick responses, you can also use bookmarks to send canned messages quickly to the customers. To use the bookmarks, in the Text box toolbar click the arrow in the Bookmarks button. From the list of bookmarked articles select the one you want to use. The text of the article appears in the Text box. Review it and make any changes, if required.

  5. During a chat session, you can send in-line file attachments to the customer.

  6. To add a clickable link, click the Add link button. In the Link window, from the Link Type menu, select URL.  In the URL field, type in the complete URL and click OK. As an alternative, can also try pushing a page to the customer as well.

    add link

  7. In the Text box toolbar, click the Add macro button to add macro. The Select Macro window appears. From the window select the macro you want to use in the message sent to the customer. If you want to expand the macro, click the Expand macro button. However, if you know the name of the macro, in the text box, type the macro name preceded by two single reversed prime characters (`). The macro is expanded when the message is sent.

    Additionally, you can also use press and hold Ctrl + M as a quick shortcut to bring up a list of available macros. Selecting the desired macro from the dropdown menu directly inserts it into the reply being sent to the customer.

    dropdown list of available macros

  8. To run the spelling checker, click the Spell check  button in the toolbar. If your administrator has configured auto-spelling check, every time you send a message the spelling checker runs automatically. If block check is configured, then your message is checked for any blocked words. If the message contains any blocked words then you are prompted to delete those words before sending the message to the customer.

    spell checker

  9. Click the Send button or press enter to send the message to the customer.

  10. You can also offer cobrowse assistance to customers who need help navigating through web pages or filling some forms, etc.

  11. If data masking is enabled, hypersensitive information you share with the customer (credit card info, etc) may be censored during the chat. The customer can disable the data masking by going “Off the Record”. When the customer clicks the Go Off Record button in the chat window, the data can be shared between the agent and customer, but any messages sent while off the record are not saved in the transcript when the activity is completed to keep the customer’s sensitive information confidential.

  12. For chats initiated by anonymous visitors on the website, you can link the chat activity to a customer.

  13. If mid-chat customer authentication has been configured by your administrator, you can authenticate a customer during the chat by clicking the Secure Chat button. Upon clicking the button, an invitation is sent to the customer to sign in to their secure message center. After providing the necessary credentials, the customer is authenticated and can continue to chat with you within a secure domain.

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