Placing chat sessions on hold and retrieving chat sessions from hold

Agents may have to stop participating in one chat session in order to work on other items. In this case, agents can put the active chat session on hold. Interactions on hold are marked with a 'pause' icon.

Note that administrative configurations may limit how long interactions may be on hold before being requeued and a System Make Busy is registered for the employee. For information on this limit, contact your supervisor or system administrator.

The following procedures explain how to
  • Place a chat session on hold
  • Retrieve a chat session from hold
To place a chat session on hold (DESKTOP)
  • When participating in a chat session, in the Action bar, click the Hold button.
To place a chat session on hold (WEB)
  • Click Inbox and select the chat or hover over the item avatar and click Hold.

To retrieve a chat session from hold (DESKTOP)

Note:

You can also retrieve a session from hold by sending a response.

  1. Select your Inbox and, in the List pane, select the chat on hold.
  2. In the Action bar, click Remove Hold.

    The chat session becomes active again.

To retrieve a chat session from hold (WEB)

Note:

You can also retrieve a session from hold by sending a response.

Parent topic: Handling chats in Ignite
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