Handling an Instant Message Session

If your contact center has instant message capabilities, and if you are logged on to a instant message extension, Genesys Desktop can route a instant message request to your desktop.

Here is an example of how to conduct a instant message session:

  1. When a contact requests a instant message session (by clicking the appropriate button on your company's web site) a yellow instant message icon (shown below) flashes on the Batch Navigation pane.

  1. Click the icon to open the Instant Message Session interface.

  1. Initiate the interaction by typing an introductory message in the text box below the instant message interaction box, or by using the Standard Responses database, and then clicking Send or pressing Enter. The introductory message appears on the contact's screen, preceded by your name.

  2. The contact sends a reply, which appears on your desktop, below your introductory message.

  3. You can continue the interaction in any of the following ways:

  1. To end the interaction, click End.

  2. When you are finished: