Chat interaction

When a chat alert is activated, agents can click Accept to accept the chat or click Reject to reject the chat.

This table shows the tools available when an agent accepts a chat:


Tool	Description
Chat dialogue	This tool shows the conversation in which the agent is engaged. It is displayed in My Workspace with the cases that the agent is viewing. When the employee initiates a chat from Ask HR and the agent has multiple cases in the workspace, the agent can access the Log button to attach the chat to any case in the workspace, including the new case that is associated with the chat or a case that was created before the chat was initiated. To end a chat in the Chat Dialogue, agents can click End.
Chat availability	Agents can view all their active chat sessions and make themselves available to chat with employees in service groups of which they are authorized to chat. If chat sound is enabled, agents can select a sound that is played when multiple chat windows are open and a new message is received. If chat wrap-up time is enabled, agents can view the time remaining before they are available to chat and click Reset to make them available to chat.
Current chats	Agents can view the chats in which they are engaged as links. The agent can click a link to open a chat. If multiple windows are open, the agent can click a link to bring the chat to the front. Cases are reopened in My Workspace.
Case form	The case form shows the details of the case that was initiated by the chat. Agents can perform tasks related to the case while they are engaged in a dialogue with the employee.

Agents can attach a chat dialogue to a case based on how the chat starts.

This table shows the available options for attaching the chat dialogue to a case based on how that chat is initiated:


Method	Attachment options
Chat is initiated with the Knowledgebase toolbar	The chat dialogue is attached to the new case that is created and submitted when the chat is initiated.
Chat is initiated with Ask HR, through the Ask HR widget or menu	The chat is initially attached to a new case. The agent has these options: Submit the new case with the chat dialogue attached. Attach the chat dialogue to another case that is associated with the employee and is open in the workspace. The agent can then save or discard the new case. Discard the new case and the chat dialogue.

To attach the chat dialogue to another case that is open in the workspace, click Log and select a case. When the case is submitted, the chat dialogue is attached.