Opening an Automatically Accepted Incoming Chat

Use the following procedure to open an incoming chat that has been automatically accepted. This happens when chat auto answer is enabled. This procedure assumes that there are other active chat sessions or that the agent is already working on an existing chat.

Note: If there are no other active chat sessions or you are not working on an existing chat, then there is no need to do anything to open the incoming chat as the chat pane opens up automatically.

To open an automatically accepted incoming chat

  1. Click the flashing chat tab to open the chat session.

    The chat tab stops flashing and a chat pane opens in an action pane of your Call Center application. The chat dashboard is prepopulated with the information provided by the user on the chat request form. The customer dashboard also opens, showing customer information.

  2. Respond to the incoming chat.