When a chat is selected from the queue, the conversation panel displays the selected chat message history. The conversation panel can be found on the Engagements screen.
| # | Control | Description |
|---|---|---|
| 1 | Chatting with Guest | Identifies who the chat is with, using the Visitor Name variable. If the visitor name is not provided, then "Guest" is used. |
| 2 | Group | The current group of the chat. |
| 3 | Duration | The length of time of the chat since a connection was made with the agent. |
| 4 | Visitor language | Default: English Clicking on visitor language displays the following dialog box: |
| 5 | Viewer's identity | Displays the profile image and agent display name of the user who is currently viewing the selected chat This eliminates confusion there are multiple agents in the chat, or in the case where a manager or administrator is viewing a chat. |
| 6 | System notice | A system-generated message. |
| 7 | Agent message | An agent-posted message. |
| 8 | Visitor message | A visitor-posted message. |
| 9 | Exit chat | Allows the agent to exit the chat. If there are 2 or more than one agents in a chat, the first agent to click the exit button is exited from the chat. When the last agent remaining in the chat clicks the Exit button, the chat engagement is ended. |