Handling Transferred Siebel Chat Interactions

To handle a transferred chat, complete the steps in the following procedure.

To handle a transferred chat 

1. The receiving agent receives the transferred chat interaction, and does one of the following as required:

   • If chat auto answer is enabled, clicks the flashing chat tab to open the chat session.

   • If chat auto answer is disabled, clicks the Accept Work Item button on the communications toolbar to open the chat session.

2. The receiving agent reviews the chat transcript (if there is one) in the transcript area of the chat pane.

3. The receiving agent responds to the transferred chat, see Responding to an Incoming Chat.