Using Chat as an Agent

Last Updated -

Note: This is an article that references the Classic Agent console.


In the previous articles Chatting with your Customer and Setting up Routing and Alerts for Chat Cases, we discussed setting up your chat and routing it to your agents. This article will give you a preview of how chat works from an Agent's point of view.

Entering a Chat

When a chat comes in and routing is enabled, the chat popup should appear in the Classic Agent's screen. The Classic Agent then has three options: Accept, Disable, and clicking the drop-down arrow on the left side. If you do not have routing enabled, skip to Accepting a Chat.


Selecting the dropdown will give the approximate location, chat subject, group and when the case was created. Ignoring the popup will allow the timer on the left to go down to 0 and the chat will be routed to the next available agent. If no agent responds, the notification will keep cycling until the chat is answered or abandoned by the customer. Ignoring the chat will automatically disable routing for the Agent. This timeout length can be edited by going to ​Admin​ > CasesAgentsScreenpop Timeout. Furthermore, clicking Disable will turn off routing for the chat channel.


Accepting a Chat

If routing is not enabled, entering a chat is easy. Simply click the chat case to enter the chat just like a normal case. If routing is enabled, hit Accept to enter the case. Depending on the messages currently enabled, this will let the customer know the Agent has entered the chat. Entering a case in read-only mode will not alert the customer.


During the Chat

Once the Agent has entered a chat, the Agent should keep the tab open until the customer has left or ended the chat. Closing the tab will alert the customer that the Agent has left and that they have been put back in the queue. If the Agent needs to update the case, make sure the Close Tab box is unchecked. Once again, these messages can be disabled from the Advanced Chat settings.

If there is a pending message, a red dot will appear next to the Case tab, like this:

This is especially helpful if the Agent has multiple chats going at once. 

Here are a couple other notes for using chat:
  • Pressing enter in a chat case will send the message. This can be confusing as Agents are used to hitting enter in email cases without sending the reply. 
  • Macros used in chat will be reformatted to fit on one line. 
  • If textile syntax formatting is enabled, it will not work in chat replies.
  • URLs will automatically be formatted as a link if the URL contains "www." or "https://".
  • Liquid variables still work normally in responses. 

Ending the Chat

The Chat can only be ended in a few ways. The first and most immediate option is if either the agent or the customer clicks End chat and the session ends immediately. If the customer simply closes the window, the Agent will not be alerted until the chat times out due to inactivity. Alternatively, resolving the case on the Agent's side will tell the customer that they have been placed back into the queue. ​

Related Articles