Handling chat interactions

The following operations are possible in IM interactions:

• send & receive messages.
  You are able to send (spell-checking is available) and receive IM messages when in a conversation with another party.
• send & receive typing notifications.
  When you start writing a message, a typing notification is sent to the remote party and vice-versa.
• conversation history.
  You are able to see the conversation history of the IM call (balloons). Messages of both users are shown with user identification and time.

IM conversations are shown in the script area, inside the associated session tab. The script area is split vertically:

When in a multi-session, the Agent will receive alerts whenever a client writes a chat message. The alert of the new message will be delivered in three formats:

• Sound warning - A warning sound will be played warning about the incoming message.
• Browser tab warning - the browser tab will display the "*" symbol to alert the Agent about the unread message.
• Session tab warning - every time there is an unread message the session tab name blinks.

The following operations are possible in IM interactions:

• Send & receive messages.
  You are able to send (spell-checking is available) and receive IM messages when in a conversation with another party.
• Send & receive typing notifications.
  When you start writing a message, a typing notification is sent to the remote party and vice-versa.
• Conversation history.
  You are able to see the conversation history of the IM call (balloons) associated by client number. Messages of both users are shown with user identification, date and time. History records 50 messages.
  
  

Note: To view previous chats, the IMHistoryByFrom parameter must be checked true in OneSupervisor's component parameters.

IM conversations are shown in the script area, inside the associated session tab. The script area is split vertically:

When in a multi-session, the Agent will receive alerts whenever a client writes a chat message. The alert of the new message will be delivered in three formats:

• Sound warning - A warning sound will be played warning about the incoming message.
• Browser tab warning - the browser tab will display the "*" symbol to alert the Agent about the unread message.
• Session tab warning - every time there is an unread message the session tab name blinks.

To accept an interaction press the green key

The following operations are possible in IM interactions: 

• Send & receive messages.
  You are able to send and receive IM messages when in a conversation with another party. Sending a message, you can:
  • Emojis are available for a more emphatic communication.
    
  • Click on  to apply a template:
    
• Send & receive files as attachments
  You can send and receive files when in an IM conversation.

Note: note: when uploading files, if these do not have a valid extension, you will be met with an error.

• Send & receive typing notifications.
  When you start writing a message, a typing notification is sent to the remote party and vice-versa.
• Conversation history.
  You are able to see the conversation history of the IM call (balloons) associated by client number. Messages of both users are shown with user identification, date and time. History records 50 messages.

Tips of component parameters that configure the Instant Messaging experience:

• IMHistoryByFrom: Allows to view previous chats. To know more about IMHistoryByFrom, click here.
• SendDisplayNameInFromHeader: Allow to view the client's name instead of the ANI. To know more about SendDisplayNameInFromHeader, click here.

The session's tab indicate's how long since the last reply to the client:

When in a multi-session, the Agent will receive alerts whenever a client writes a chat message. The alert of the new message will be delivered in four formats:

• Sound warning - A warning sound will be played warning about the incoming message.
• Browser tab warning - the browser tab will display the "*" symbol to alert the Agent about the unread message.
• Session tab warning - every time there is an unread message the session tab name blinks.
• Notification - A notification with a preview of the message is displayed. In case of several IM messages, the newest IM Notification will replace the older one, to avoid notifications spam issues (IM notifications sent "too fast"):
  
  

  Note: The notification is only available when using Chrome browser and the Chrome notifications must be allowed.