Using a chat interaction card

Last Updated : Feb 22, 2024 |

About this task

You can accept the chat and start working on the interaction card from the Avaya Workspaces user interface.

Avaya Workspaces displays customer and agent messages in different colors so agents can differentiate between them.

If you scroll up in the chat interaction and a new message arrives, the window does not automatically scroll to the bottom. Instead, the interaction shows a new message indicator. You can then click the new message indicator or use the scroll bar to move to the latest message received.

Before you begin

  • If you want to be simultaneously ready on the hybrid voice and digital channels, ensure that you Go Ready on All Channels.

  • If you are logged into only the voice channel:

    • Ensure that you Go Ready on digital.

    • Ensure that you Go Not Ready on voice with the Not Ready reason code set to Work on Digital.

Procedure

  1. When you get a chat interaction card, click the Accept Chat Interaction icon to accept the chat.

    Avaya Workspaces displays the Chat and Quick Text widgets. The Chat widget displays the chat conversation with the customer.

  2. In the Message customer field, type your chat message and click the Send icon or press the Enter key.

    The Chat widget displays the message that you sent.

  3. Optional From the Digital Library widget, click the Send icon to use a text from the Quick Text widget in the chat.

    Avaya Workspaces sends the quick text to the customer.

    You can also edit the quick text and then send the message.

  4. Optional To use a URL from the URL template in the chat, click the required template to add the URL to the chat.
  5. Optional To work with the customer interaction, you can click any of the following from the navigation pane:

    • the Customer Information icon: To view customer information.

    • the Customer Journey icon: To view the customer journey.

    • the Transfer icon: To transfer interaction to another agent or queue.

    • the User Conference icon: To view the list of participants involved in the interaction.

    • the Pop-out icon: To access an external website configured for a Screenpop.

      Avaya Workspaces displays only those screenpops configured in the administration interface. Avaya Workspaces displays screenpops differently depending on settings configured in the administration interface.

      If the administrator enables the appropriate configuration in the administration interface, after accepting the interaction, the Screenpop widget does one of the following:

      • Opens a new browser window with the configured external website.

      • Displays the Screenpop widget and then opens any external screenpops that are configured.

  6. Optional Click the Three Dots icon.

    Avaya Workspaces displays the Disposition Codes and Interaction Details menus. The disposition codes are used to report the outcome of the interaction.

  7. Optional Click the Disposition Codes menu and click a disposition code.

    You can set a disposition code for every interaction while the interaction is active.

    Avaya Workspaces displays those disposition codes configured in the administration interface.

  8. Click the End Interaction icon to close the digital contact.