Responding to an Incoming Chat

When an agent accepts an incoming chat, the agent can respond to the chat in several different ways as described in the following procedure.

To respond to an incoming chat

Accept the incoming chat as described inAccepting an Incoming Chat Manually.
In the message input area of the chat pane, respond to the incoming chat using one or a combination of the following:
1. Send a message to the customer as described in Sending a Message.
2. Push a Web URL to the customer as described in Pushing a Web URL.
3. Share information with the customer as described in Sharing Information Using Smart Share.
4. Run the spelling checker on the chat session.
Depending on the information provided by the customer on the chat request form (contact ID, service request ID), create a new service request if configured to do so, where no service request already exists.

For anonymous chats, a service request is always created and also a corresponding activity. An activity is created either under a Service Request or a Contact record.
Release the chat as described in Releasing a Chat.
If configured, wrap-up the chat.

You can only wrap up a chat after the chat session has been released by either the agent or the customer. For more information about wrapping up a chat session, see Wrapping Up Siebel Chat Sessions.

Sending a Message

Agents have a global list of predefined message responses at their disposal to send to customers, as required, when handling chat interactions. In responding to chat requests, agents can type a message response or they can send a predefined message response, as described in the following procedure.

To send a message

In the message input area of the chat pane, type in the message response, then click Send.
If required, send a predefined message response as follows:
1. On the text button bar, click the Frequently Used Text button.
2. Pick a frequently used text (FUT) option from the list that displays, then click OK.
Agents can formulate a message response using any combination of frequently used text and typed in text. Agents can also manually edit frequently used text before sending it. All responses that you send to a customer appear in the transcript area of the chat pane.

Pushing a Web URL

Agents have a global list of Uniform Resource Locators (URLs) at their disposal to share with customers using push URL technology. When agents share a URL with a customer, it is automatically displayed in the customer's browser; the customer does not have to manually copy and paste the URL in to a browser window.

In responding to an incoming chat, agents can type the URL address of a page that they want to share or they can push a predefined URL, as described in the following procedure. All URLs that you send to a customer appear in the transcript area of the chat pane.

To push a Web URL

In the URL area of the chat pane, enter the URL address of the page you want to send, then click the Push URL button.

If required, push a predefined Web URL as follows:

On the URL button bar, click the URL Library button.

Pick a URL option from the list that displays, then click OK.

Note:

Pushed URLs can either appear in a frame within the customer's chat window, or in a completely new browser window, depending on configuration. Where a new browser window is launched, subsequent URL pushes simply refresh the same window.

Sharing Information Using Smart Share

Using the Smart Share button in the chat pane, agents can share highlighted text, service request details, and solution details with customers.

To share information using Smart Share

On the text button bar of the chat pane, click the Smart Share button to do one of the following:
- Copy the selected text in an attribute field from the currently active Siebel Call Center view into the message input area.
- Paste the service request number and summary of a selected Service Request into the message input area; that is, where a single service request record is selected from either a Siebel Call Center list or form view
- Paste the solution ID and description of a selected Solution into the message input area; that is, where a single solutions record is selected from either a Siebel Call Center list or form view.