Chat Engagement Overview

• Agent: Transfer the chat to another agent. Only shows agents that are available.
• Group: Transfer the chat to another group. Lists all available groups.
• Tier: Transfers the chat to another tier within the current group. List all 10 tiers.

Opens a control that allows you to invite another available agent to joint your chat.

Opens a dialog box that allow entry of multiple email address. The agent's email is pre-populated by default.

Opens the "Select File" control that allows the agent to select a file from their computer and upload it to share with the visitor.

Sends a message with a URL to the visitor. When the agent enters a url, the message to the visitor is formatted as "Please visit this page: http://www.domain.com".

• All: Message sent by the agent is can be seen by visitors and all agents in the chat.
• Agents: Message sent by the agent is not shown to the visitor. It is only visible to the agent and other agents in the chat.
• Managers: Message sent by the agent is not shown to the visitor. It is only visible to the agent and managers in the chat.

Where the agent types the text message.

To insert a canned message:

1. type "#" to display the canned message menu,
2. keep typing the message name to filter the canned message menu to locate the message you want,
3. Click the message you want to insert it into the message input text area. See how to Use Canned Messages for more information.