Configuring service group chat

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Service Groups.
  4. Select a service group.
  5. Click Chat.
  6. Specify this information:
    Enable Chat
    Set to Yes to enable the service group to chat, or No to disable chat for the service group.
    Route To
    Select how chat alerts are routed. Alerts can be routed to all available, chat‑authorized members of the service group or to a single agent that is determined by the system to be least busy.
    Chat Display Name

    Select how the agent name is displayed in the chat dialog window.

    Serving Chat From
    Set one or more service groups to Yes to specify which service groups the chat service group can serve.

    To configure the agent alias and the acceptance message, navigate to Administration > Case Management Admin > Configurable Lists > Chat Channel.

  7. Click Update.