Respond to a Chat Contact

When you receive a chat request from a customer, a notification dialog box appears in the Active Contact List under the Chat tab. You can also view the request under the All tab in the Agent Desktop. The dialog box displays the name of the customer, the queue that routed the chat to you, and a timer indicating how long the chat is awaiting your acceptance.

Note

The system assigns the chat to you based on the configuration of the chat bot. For more information on chat bot configuration, see Configure Cisco Webex Contact Center Customer Virtual Assistant.

Before you begin

Your status should be Available to receive any chat request.

Procedure

Step 1

In the Active Contact List, click Accept.

The chat conversation appears. The chat label displays the name of the customer you are chatting with. It also displays the conversation that the chat bot had with the customer before the system assigned the chat to you.
Step 2

(Optional) Click Info to view the contact information of the customer.

Step 3

(Optional) Click History to view the contact history of the customer.

Step 4

Enter your response in the editor and click Send or press Return on your keyboard. You can also use the following settings to configure your response before sending:

Note
Security Compliance

If the content is identified as containing data that violates the Payment Card Industry Data Security Standard (PCI DSS), then:

  • The chat attachment is not sent.

  • The chat conversation is masked.

As part of security compliance, the PCI DSS does not permit you to send sensitive information such as credit card data and other personally identifiable information (PII).

Setting

Description

Attachment
Note

  • If you cannot see the Attachments icon, contact your Webex Contact Center administrator..

    Click the Attachments icon to add attachments to your response. You can upload multiple files and the total file size must be less than 35 MB.

  • The supported file formats are: .html .mhtml .mht .odt .pdf .pdfxml .rtf .shtml .xps .xml .xhtml .txt .eml .msg .ods .dot .dothtml .dotx .dotm .pot .pothtml .ppthtml .pptmhtml .pptxml .potm .potx .pps .ppam .ppsm .ppsx .pptx .pptm .ppt .pub .pubhtml .pubmhtml .xls .xlshtml .xlthtml .xlt .xlsm .xltx .xltm .xlam .xlsb .xlsx

Predefined Chat Responses

Click the Predefined Chat Responses icon. A list of standard responses pops up. Scroll down or use the search box to find the appropriate response. Hover over any response to view the detailed message. Click any response to insert it in the editor. You can edit the response before sending it to the customer.

Click outside the pop-up window to close it.

Note

You can add only one response at a time.

The system enables the Predefined Chat Responses icon only if your administrator has configured any chat responses for your queue.

Step 5

(Optional) You can also do the following:

Step 6

Close the chat after you help your customer with their queries. For more information, see End a Chat Session.

The Organization Administrator can configure the time within which you have to accept the chat request from your customer. If you exceed the configured time, then the notification dialog box blinks for some time in the Active Contacts List. Then the system changes your status to Ring On No Answer or RONA. RONA is based on the timeout setting that your Organization Administrator configures. If you want to receive new contacts of any media channels, including chat, you have to manually change your status to Available.

Note

You can manually change your status to an idle state, for example, when you complete any other task, such as chat with a customer, or when you are wrapping-up the chat request. For more information, see About Agent States.