Respond to a consumer chat request

Select a chat request from the chat queue and respond to a customer's question or comment.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

  1. Navigate to Collaborate > Connect Support.
    The Connect workspace opens in a new tab.
  2. Click the support tab of the Connect sidebar, indicated by a headset icon.
    The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a consumer starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue has the option to accept the conversation. An agent can also request to transfer a conversation directly to you.
  3. Accept a conversation in one of the following ways.
    • Accept a conversation from a queue
    • Accept a transfer request
  4. Respond to the consumer and help resolve the issue.
    By default, your messages are added to the conversation record as comments and are visible to the user.

    If necessary, you can open a new customer service case or incident from the conversation to track the issue. You can also transfer the conversation to a different agent or queue, escalate the conversation to a higher priority queue.

What to do next

If necessary, you can open a new customer service case or incident from the conversation to track the issue. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue. For more information, see Connect Support .