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Chat Controls

  • End chat conversation, After conversation work and disposition
    1. Click the resolve button on the top right of the active conversation pane.
    2. At this point, you will be able to associate the conversation with a past ticket (existing customer), or create a new contact or ticket or both (existing or new customer). This would appear for a business system that’s integrated with CX Service, such as Salesforce, Zendesk, etc.
      You can hit on “Skip” if it is not required and proceed to wrap up.
      Example of a new customer:

      Example of existing customer:
    3. In wrap-up, you can select the conversation disposition, such as “issue resolved” from the drop-down. You can also fill in any additional wrap-up notes detailing the conversation.
    4. Once finished, click End Wrap-up, and the information will be synced to the conversation.