Using a chat interaction card

Last Updated : Jan 06, 2022 |
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  1. When you get a chat interaction card, click the Accept interaction icon to accept the chat.
    ADDITIONAL INFORMATION:
    The system displays the Chat, Suggested Content, and Customer History Search widgets. The Chat widget displays the chat conversation with the customer.
    Chat and Customer History Search widgets highlight customer, Chatbot, and agent messages in different colors, so that agents can easily differentiate between the messages. The widgets also display customer messages as left-aligned whereas Chatbot and agent messages as right-aligned.
  2. In the Type a message field, type your chat message and click the Send icon or press the Enter key.
    ADDITIONAL INFORMATION:
    The Chat widget displays the message that you sent.
    Note:
    If the customer sends a message and you do not respond within a configured time, Avaya Workspaces automatically sends a comfort message to the customer. The comfort message indicates that you are working on the customer’s request.
    If you manually 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.
  3. To use a phrase from the Suggested Content widget in the chat, click the phrase.
    ADDITIONAL INFORMATION:
    The system sends the suggested phrase to the customer.
  4. To use a URL from the Suggested Content widget in the chat, click the URLs tab, and click the URL to add to the chat.
  5. To modify a suggested phrase, do the following:
    1. Click the Edit icon next to a suggested phrase.
      ADDITIONAL INFORMATION:
      The system displays the phrase in the Type a message field.
    2. Edit the phrase and click the Send icon.
  6. To work with the customer interaction, you can click any of the following from the navigation pane:
    • Customer Information: To view information about the customer.
    • Customer Journey: To view the customer journey.
    • Co-Browse: To start a Co-Browse session. Click the icon and then, from the Co-Browse widget, click a Co-Browse URL.
    • Customer History Search: To view previous interactions with the customer.
    • Screenpop: To access an external website configured for a Screenpop.
      The system displays only those screenpops contained in the data groups that are assigned to the agent in Avaya Control Manager. The system displays screenpops differently depending on different settings configured in Avaya Control Manager. If the administrator has enabled the appropriate configuration in Avaya Control Manager, after accepting the interaction, the screenpop feature does one of the following:
      • opens a new browser window with the configured external website
      • brings the screenpop widget in focus
      • displays the screenpop widget and then opens any external screenpops that are configured
    • Transfer interaction: To transfer interaction to an agent or service.
      The file transfer button () is located on the input bar. You can transfer a single file at a time. The maximum size of files to be transferred must be below 2MB.
      Note:
      The file-type limitations are configurable through Omnichannel Provider tool launched from Avaya Control Manager. A parameter is configured with a list of forbidden extensions. You can only add the file types that are not in the list.
      Customers can download the attached files from the chat interaction only if the chat interaction is in progress and the file is linked to the customer’s chat.
      When the chat transcript is sent as an email to the customer, the files that the agent sent as attachments during the chat interaction are attached to the chat transcript email. Therefore, the total file size sent for one chat interaction must not exceed the email attachment size.
  7. Click the More icon.
    ADDITIONAL INFORMATION:
    The system displays the Work Codes and Disposition Codes menu and the Interaction details. The work codes are used to report the type of work done during the interaction. The Disposition Codes are used to report the outcome of the interaction.
  8. Click the Work Codes menu, and click a work code.
    ADDITIONAL INFORMATION:
    The system displays only those work codes contained in the data groups that are assigned to the agent in Avaya Control Manager.
  9. Click the Disposition Codes menu, and click a disposition code.
    ADDITIONAL INFORMATION:
    You can set a disposition code for every interaction while the interaction is active or immediately after the interaction ends during After Call Work time.
    Note:
    Disposition code set during ACW is not stored in Customer Journey.
    Supervisors can set disposition codes on observe, coaching, or barge legs of interactions only when they are active on the interaction.
    The system displays only those disposition codes contained in the data groups that are assigned to the agent in Avaya Control Manager. Based on the configuration set by your administrator, you might have to set a disposition code before ending an interaction.
  10. To view information about the interaction, click the More icon, and then Interaction Details menu.
  11. Click the Close icon to close the digital contact.