5.1 Internal Chat

Create an Internal Chat with an Agent

1. Go to your system CloudCX installation domain, and log in with the agent account.

2. Click Agents in the left navigation menu and switch to the Chat Queue tab.

3. In the Chat Queue tab, you can do the following:

• View all the agents’ statuses in each chat queue.

• No matter whether the agent is online, you can double-click the agent to enter the chat window.

Open

4. In the chat window, you can do the following:

• Text: Input the reply message to the text area, and click button to send the message to the agent.

• Memes: Click button and select a meme to send to the agent.

• Attachment: Click button and select a file or picture from your device to send to the agent.

• Add Agents: Click button to add agents in to the chat.

• History: Click button to view the history.

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Manage Chats

In the Sessions tab, you can view all the chats and manage chats by right-clicking an agent.

When you right-click a chat with an agent, you can do the following:

• Sticky on top: Click on the button, the chat will be placed on the chat list top.

• Mute notifications: Click on the button, the chat will be mute, and you can not receive the message notifications from the chat.

• Remove: Click on the button, the chat will be removed from the chat list.

• Clear chat history: Click on the button, the chat’s history will be cleared.