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    • Customer Service Management
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    Home New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Respond to a customer chat request

    Respond to a customer chat request

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    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 begin

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    Procedure

    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 (Support 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
      The support tab of the Connect sidebar displays queues you belong to and support cases
    3. 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 transfer request contains buttons to Decline or Accept

      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.

    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, escalate the conversation to a higher priority queue.
    Related tasks
    • Create a customer service case
    • Assign a customer service case
    • Respond to a consumer chat request
    • Create a customer service case from a chat
    • Create a consumer case from an anonymous chat
    • Create a consumer record from an anonymous chat
    • Create a work order for a customer service case
    • Create a consumer case from a chat
    • Create a consumer record
    • Create additional consumer addresses
    • Manage a proactive case created from an alert
    • Send email responses directly from cases
    • Create a request on behalf of a customer or consumer
    • Initiate a conference call from a case
    • Resolve cases with knowledge and community content
    • Report a knowledge gap
    • Update a special handling note
    • Close a customer service case
    • Create an incident from a Connect Support conversation
    • Transfer a Connect Support conversation to a different agent or queue
    • Escalate a Connect Support conversation
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role
    • Connect workspace

    Tags:

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    Release version
    Choose your release version

      Respond to a customer chat request

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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 begin

      Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

      Procedure

      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 (Support 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
        The support tab of the Connect sidebar displays queues you belong to and support cases
      3. 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 transfer request contains buttons to Decline or Accept

        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.

      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, escalate the conversation to a higher priority queue.
      Related tasks
      • Create a customer service case
      • Assign a customer service case
      • Respond to a consumer chat request
      • Create a customer service case from a chat
      • Create a consumer case from an anonymous chat
      • Create a consumer record from an anonymous chat
      • Create a work order for a customer service case
      • Create a consumer case from a chat
      • Create a consumer record
      • Create additional consumer addresses
      • Manage a proactive case created from an alert
      • Send email responses directly from cases
      • Create a request on behalf of a customer or consumer
      • Initiate a conference call from a case
      • Resolve cases with knowledge and community content
      • Report a knowledge gap
      • Update a special handling note
      • Close a customer service case
      • Create an incident from a Connect Support conversation
      • Transfer a Connect Support conversation to a different agent or queue
      • Escalate a Connect Support conversation
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role
      • Connect workspace

      Tags:

      Feedback

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