- Incoming customer chats will appear in the “New” section of the agent console. You will be able to see the phone number associated with the incoming chat request.
- To accept the incoming chat, click the green check icon and click the red X icon to decline the conversation.
After you accept the conversation, it will appear in the active conversation section.
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Accept incoming chat requests
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Handling Customer Conversations
- Conversations appear in the Active section once they’re connected. The right pane displays customer information as well as previous tickets and conversations associated with that customer (if any). These customer details can be synced from a business system that’s integrated with CX Service, such as Salesforce.
- To respond to customer conversations, use the Reply box at the bottom of the middle pane. Fill in the blank space with your response, then click Send. In the pane above the Reply box, your conversation will scroll up.
- When your conversation is finished, click Resolve in the conversation pane's upper right corner. CX Service pops up a new box where you can either associate the conversation with an existing ticket or create a new one with details. After you've made your selection and entered your information, click Create and Start Wrap-up.
- Conversations appear in the Active section once they’re connected. The right pane displays customer information as well as previous tickets and conversations associated with that customer (if any). These customer details can be synced from a business system that’s integrated with CX Service, such as Salesforce.
