Engagements
Engagement Overview and Features
Users with the Agent role can participate in chats within the Engagements section of the Console.
There are four key functional areas of the engagement screen.
| # | Area | Description |
|---|---|---|
| 1 | Queues | Chats in progress and waiting in queue. |
| 2 | Chat area | Chat conversation history with the selected visitor. |
| 3 | Visitor Information | Information about the visitor and integrations with visitor records in enterprise systems. |
| 4 | Message Input | Controls for the agent to send messages. |
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