Handle chat inquiries in Zylinc Service Center

If a chat queue exists, you can answer chat inquiries in Service Center.

If you use Service Center in manual mode, chat inquiries will appear in your Service Center window's Incoming inquiries overview. When you select a chat inquiry and click Answer, the call will move to your Active inquiries overview.

Service Center automatically selects the oldest inquiry, so all you need to do is click Answer. You only need to manually select an inquiry if you wish to answer a different one.

If you use Service Center in automatic mode, the chat inquiry will go directly to your Active inquiries overview, and all you need to do is click Answer.

When you answer a chat inquiry, a separate chat window opens, with your chat application embedded in the middle of the window.

Quick tour of an incoming chat inquiry

If your organization's setup supports it, you may be able to look up more information about the inquirer in your organization's records: Click the lookup button in the top right part of the window.

If your organization has defined standard chat messages (such as Thanks for getting in touch), you can send such messages from the right part of the chat window.

Select a standard message, and then click the Send button. Alternatively, double-click the message to send it.

If there are many standard messages, use the search filter above the list of standard messages to find the one that you want.

You can transfer a chat inquiry to another agent, who's able to handle chat inquiries, or to a chat queue.

In the bottom right part of the chat window, select the required agent or queue, and click Transfer.

In some organizations, you can handle more that one chat inquiry at a time. When that's the case, new chat inquiries will appear in the left side of the chat window, from where you can answer them.

You can continue to receive new chat inquiries (up to a limit specified by your Zylinc administrator), as long as Receive More Chats is selected.

To end a chat inquiry, click the End button in the bottom right part of the chat window.

Note that an ended chat inquiry will remain in the chat window until you click in the right part of the chat window to close the session. This gives you time to finish any tasks related to the chat inquiry before you actually close the session.