Joining chat sessions

When a chat session arrives in an agent’s Inbox, agents can join the session and start responding to the interaction.

Agents can join sessions via Ignite's toaster or UI.

To join a chat session (DESKTOP)
  1. In the Folders pane, click Inbox.
  2. In the List pane, select a chat session and, in the Action bar, click Reply.
  3. In the Preview pane, agents can respond to the chat, transfer the chat to another destination, or put the chat session on hold.
    Note:

    Additional handling options display in the Action bar. For information on handling the chat, see the appropriate procedures in this section.

To join a chat session (WEB)
  • Click Inbox and select a chat session or hover over the item avatar and click Accept.
Parent topic: Handling chats in Ignite
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