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iService User Guide

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Agent Chat Interface

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iService Chat allows you to engage in real-time dialogue with customers.  Chat uses your existing iService configuration, such as business segments, topics, skills, etc. You will only be presented chats that match your skills and segment access.


When the customer begins a chat, a chat interaction record is recorded in iService and a cookie is recorded on the customer's computer. This cookie allows the chat session to be reopened if the customer closes their browser or loses their internet connection. If the iService web server is unable to contact the customer's browser for 5 minutes, the chat will be automatically resolved and recorded to history.


tog_plus        Making Yourself Available for Chat





tog_plusManaging Chats and Chat Agents


To learn more about configuring chat for your tenant, read the Configuring Chat chapters.

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