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

1. Navigate to Connect > 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 user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can 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.

   Option	Description
   Accept a conversation from a queue	Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.
   Accept a transfer request	Under Cases, click Accept by a transfer request. The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation.

4. Respond to the user and help resolve the issue.
   By default, your messages are added to the conversation record as comments and are visible to the user.