Chat

Employees who use Ask HR, Ask HR for Managers, or Ask HR for HR to create a case can initiate a chat with an agent.

In the full-module view of Ask HR, employees are not required to submit a case before starting a chat. However, in the compact view of Ask HR, employees must submit a case before the chat option becomes available.

To enable the chat function, you must enable the chat at the application level and for the service group to which the case is routed.

If the employee accepts the offer to chat, the system checks for an available agent. If configured accordingly, agents can manage concurrent chats, handling one case per employee.

To be designated as available, the agent must be available to chat to the employee's service group, and remain below the maximum number of concurrent chats.

If at least one agent meets the criteria and the agent accepts the chat, the agent is assigned to the case and the employee sees the chat form load.

The chat wrap-up timer is used to make agents who finish a chat session temporarily unavailable for chat.

See Ending a chat and Adding time to the chat wrap-up timer.