Receiving and responding to chats in Agent Workspace

Using Agent Workspace, you can receive an incoming chat and respond to it. Currently, you can receive chats delivered only using webchat or SMS.

Receiving a new chat

To receive an incoming chat using Agent Workspace, you must set your presence state in Agent Workspace to Ready. For information about setting your presence state, see Changing presence states in Agent Workspace.

When you receive an incoming chat, an interaction card appears in the conversation log. For information about interaction cards for chats, see Interactions in Agent Workspace. If enabled for your account, the chat is automatically accepted on your behalf. Otherwise, Accept and Reject buttons appear in the interaction card. To accept the chat, click Accept. (To reject the chat, click Reject. The chat is returned to the queue and routed to the next agent.)

To work with the accepted chat, you must select it in the conversation log to open it in the conversation window. For information about chats in the conversation window, see Interactions in Agent Workspace. When you select the chat, the indication that the chat is new disappears.

Webchat

SMS

The messages that the contact has sent appear.

Sending a reply

To reply to a chat, select the interaction you want to reply to in the conversation log. The interaction opens in the conversation window. The conversation window contains information about the chat, including the messages that have been sent and received, and who sent them and when.

At the bottom of the conversation window, the text input area appears.

Make sure you're on the Reply tab and type your reply, selecting Shift+Enter to add a new line. You can add emojis if you want to; click the emoji icon to open the emoji menu.

When you have finished typing your reply, send it by selecting Enter on your keyboard or clicking Send.

Your message appears in the conversation window.