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About the Technician Console Chat Panel

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Use the Chat panel to communicate with customers during active sessions.

Unless you are in Collaboration mode, chat sessions are limited to two participants: the technician and the customer.

The Chat panel consists of the following elements.

Session controls

Session Controls

Click the tab of any session you want to work with. Click a down arrow to minimize a session. Click an X to close a session. Click a right arrow to restore a minimized chat session.

Screen Share button
Screen Share button

Click the Share Screen icon to share your screen with a customer.

Invite Technician button
Invite technician button

Click the Invite Technician icon to collaborate with other technicians.

This option is available if the agent's Technician Group has permission to use the Collaboration feature and at least one other technician is online and available.

Chat Enabled/Disabled buttons
Chat enabled Chat disabled

This option is available if the agent's Technician Group has permission to use the Enable/Disable Chat feature.

Log area

Log area

The Log area shows the chat conversation and also other activities, such as status changes and connection messages

Text Input box

Chat text input box

Use the Text Input box to type messages and view input before you send it to the customer. If you do not see the Text Input box, chat may be disabled for your account (check with your administrator for more information).

Send File button
Send File button

Click the Send File button to send a single file to the customer. This option is not available during Instant Chat in chat-only mode.

Push URL button
Push URL button

Allows you to push a URL to the customer. Type the URL into the text input field and then send it to the customer by clicking URL. For Applet-based sessions, the website automatically opens on the customer’s machine. For Instant Chat in Chat-only mode, the customer must click a link. See About Predefined Replies and URLs.

Predefined Replies
Predefined Replies button

Allows you to choose from a list of frequently used messages and URLs. See About Predefined Replies and URLs.

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