Opening an Automatically Accepted Incoming Chat

Use the following procedure to open an incoming chat that has been automatically accepted. This happens when chat auto answer is enabled for agents. This procedure assumes that there are other active chat sessions or that agent is already working on an existing chat.

If there are no other active chat sessions or the agent is not working on an existing chat, then the agent does not need to do anything to open the incoming chat as the chat pane opens up automatically.

To open an automatically accepted incoming chat  

1. Click the flashing chat tab to open the chat session.

   The chat tab stops flashing and a chat pane opens in an action pane to the right of your Siebel Call Center application. The chat dashboard is prepopulated with the information provided by the user on the chat request form. The customer dashboard in Siebel Call Center also opens, showing customer information.

2. Respond to the incoming chat as described in Responding to an Incoming Chat.