Contents Customer Service Management Previous Topic Next Topic Respond to a customer chat request Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Respond to a customer chat request Select a chat request from the chat queue and respond to a customer's question or comment. Before you beginRole required: sn_customerservice_agent, sn_customerservice_manager, or admin Procedure Navigate to Connect > Connect Support. The Connect workspace opens in a new tab. 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. Figure 1. Support tab of Connect sidebar Accept a conversation in one of the following ways. OptionDescription 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. Figure 2. Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. 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. What to do nextIf 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. Related tasksCreate a customer service caseAssign a customer service caseRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service caseCreate an incident from a Connect Support conversationTransfer a Connect Support conversation to a different agent or queueEscalate a Connect Support conversationRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleConnect workspace On this page Send Feedback Previous Topic Next Topic
Respond to a customer chat request Select a chat request from the chat queue and respond to a customer's question or comment. Before you beginRole required: sn_customerservice_agent, sn_customerservice_manager, or admin Procedure Navigate to Connect > Connect Support. The Connect workspace opens in a new tab. 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. Figure 1. Support tab of Connect sidebar Accept a conversation in one of the following ways. OptionDescription 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. Figure 2. Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. 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. What to do nextIf 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. Related tasksCreate a customer service caseAssign a customer service caseRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service caseCreate an incident from a Connect Support conversationTransfer a Connect Support conversation to a different agent or queueEscalate a Connect Support conversationRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleConnect workspace
Respond to a customer chat request Select a chat request from the chat queue and respond to a customer's question or comment. Before you beginRole required: sn_customerservice_agent, sn_customerservice_manager, or admin Procedure Navigate to Connect > Connect Support. The Connect workspace opens in a new tab. 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. Figure 1. Support tab of Connect sidebar Accept a conversation in one of the following ways. OptionDescription 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. Figure 2. Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. 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. What to do nextIf 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. Related tasksCreate a customer service caseAssign a customer service caseRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentReport a knowledge gapUpdate a special handling noteClose a customer service caseCreate an incident from a Connect Support conversationTransfer a Connect Support conversation to a different agent or queueEscalate a Connect Support conversationRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleConnect workspace
