Releasing a Chat

To release a chat where wrap-up is not configured for Siebel Chat, complete the steps in the following procedure.

To release a chat where wrap-up is not configured  

1. Select the chat session that you want to release.

2. Click the Release Work Item button on the communications toolbar to release the chat session.

   Doing this removes the chat tab from the chat pane, and makes the agent immediately available for the next chat request. Depending on configuration, a follow-up email is sent to the customer as follows:

   • If the system preference Chat: Auto Email Mode is set to POPUP, agents are automatically prompted to send a follow-up email to customers with the chat transcript attached.

   • If system preference Chat: Auto Email Mode is set to SEND, then an email is automatically sent to customers, without prompting the agent, with the chat transcript attached.

   • If Chat: Auto Email Mode is set to NONE, then no follow-up email is sent to the customer.