Handling a Chat Session

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

Here is an example of how to conduct a chat session:

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

  1. Click the icon to open the Chat Session interface.

  1. Initiate the interaction by typing an introductory message in the text box below the chat 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:

The Chat Session window closes. The chat transcript is automatically sent to the contact if you selected the Send chat transcript to customer check box. The interaction is entered into the Contact History.

Note: If your contact center has configured a workflow strategy, you must place your interaction in a queue.

Placing Your Chat Interaction in a Queue

After you click Mark Done, a window appears, displaying a list of routing queues.