Web chat is handled from the same CCAC interface used for voice and email — an agent must be Ready with the chat channel icon active to receive an inbound chat.

Receiving a Chat Offer

When a customer starts a chat routed to a ready agent, a Chat Offer window appears listing the customer's name, email address, and the associated skill. Selecting Accept opens the chat; selecting Reject declines it.

Responding to a Chat

Once accepted, the chat opens in the agent's active media with a Write a Reply field at the bottom of the window.

• Type a reply and select Send
• Select the document icon to send a canned response
• Select the link icon to request a screenshot of the page the customer is viewing — the customer sees the request and can choose to send one

Transferring a Chat

1. Select the three-dot menu in the upper-right corner of the chat window
2. Select Transfer Chat
3. Select an agent to transfer to directly, or select the Skill tab to transfer into a different skill
4. Select OK once the transfer is accepted

Ending a Chat

Selecting End Chat in the upper-right corner of the chat window closes the session from the agent's side.

Loading Prior Conversation History

Because a returning customer's chat or SMS history may span multiple sessions, CCAC can load prior conversations for the same customer directly into the active interaction — this is separate from View History, which only reflects the agent's own recent interactions from the current session.

Once a chat or SMS is accepted, selecting Load History above the message loads the previous 90 days of conversation with that customer. Load History can be selected repeatedly to load up to a full year of prior conversation, where available.