Chat in Edge Agent

1. To start handling chats, select a work level including chat services.
2. Click on Activate to start receiving chats from a queue, or pick new chats from waiting list.

A chat contact routed to you is automatically opened in a chat card at the top left of your screen.

You can setup your work space to keep chats in fixed positions by opening empty chat cards in advance.
Go to Menu and click New chat card, e.g. three times to get three cards.
Place them where you want them. CallGuide remembers you choice.

To start the conversation, click Accept

Write, or paste, your text and send with Enter ↵ .

To insert a line break in your text, use Shift↵ .

When working with multiple chats you can navigate between them with keyboard's Alt →as seen in Keyboard shortcuts

All actions that you can perform on a chat are found in the chat card menu described below.

Working with chats from queues

In an empty chat card, click on Ask for new contact to get a chat contact from queue routed to this card.

When a chat is ended, by the customer or by you via the chat card menu as described below, the chat's timer stops and you get status Wrap-up.

To close the contact and clear for next, choose one of the following:

• Ask for new contact makes next chat contact appear here.
• Clear card prevents new contacts, but keeps this chat card open.
  

Working with chats from waiting lists

Pick new chats from waiting lists. If you have empty chat cards, the chat will be opened in the card that has been empty the longest

When a chat is ended, by the customer or by you via the chat card menu as described below, the chat's timer stops and you get status Wrap-up.

Close the contact and clear for next by clicking End.

One menu in each chat card

Click the menu to see possible actions for each chat.

1. Ask for new contact routes a chat contact from queue into this card.
2. Accept to start the conversation.
3. Park to work with other contacts, from any media.
   
4. Resume to resume this chat, after having dealt with other contacts.

5. Assistance gives a possibility to EnquirE or transfer

6. Co-browsing opens the web page sharing tool described in Co-browsing – share web page.
   For best overview, set your web browser to open new pages in separate windows.
7. End to end the conversation.
8. To terminate wrap-up for the contact, choose one of the following:
   
   • Ask for new contact makes next chat contact appear here.
   • Clear card prevents new contacts, but keeps this chat card open.
   • Close clears the card.
     
9. Close card closes this chat card.