Accepting a Reactive Chat Request

See Also

Permissions Required

Use Media Chat - To work in the Chat Workspace. Chat requests are routed only to Users who have this Permission. These Users can work with chat sessions and log Interactions.

When a visitor requests for a chat session, you will be notified about the arrival of a chat request if:

•   You have selected the Available for Chat option from the Tools menu.

- AND -

Your chat status is set to Active.

- AND -

Your work load has not exceeded the load set for the Real Time Stored Media in Talisma Business Administrator.

For more information about setting Real Time Stored Media Load Options for Users, see Talisma Business Administrator Help.

In addition, Talisma takes into consideration the Team Routing Rules and User Assignment Rules before routing a chat request to you. You can accept the chat request to start the chat session.

You can view the Properties of a chat request in the Message Properties pane of the Chat tab.

To Accept a Chat Request

•   If a message box is displayed on arrival of a chat request, click Accept.

- OR -

•   If the Implement auto accept of sessions by CSR Global Option has been selected in Talisma Business Administrator, a message is displayed to you indicating that the chat request has been automatically accepted. Click OK.

- OR -

•   If the arrival of a chat request is indicated by a beep, brief change of the cursor, or icon in the system tray:

a.  Click OK.

b.  Select the visitor in the My Sessions pane.

c.  Click Accept.

You can begin the chat session with the visitor by typing messages in the Message area.

Note  •   The name of a new visitor to the corporate Web site is listed in the Site Visitors pane and in the My Sessions pane as New Visitor - [ID]. Example "New Visitor - 4" If Talisma is unable to generate a Visitor Identifier (ID), the Visitor column of the Site Visitors pane or the Name column of the My Sessions pane will display "New Visitor - 0". Alternatively, Talisma will display the name of the visitor if: ◦   The visitor already exists as a Contact in Talisma Main Database. ◦   The visitor provides a name before the chat session begins. •   When the chat session commences, an Interaction ID is created for the chat session, and displayed in the Transcript pane. If you want to add the chat session as a Message to an existing Interaction, you can select the Add Message option. •   The type of chat session is indicated in the Chat type column in the My Sessions pane. For a Reactive chat session, the Chat type column displays 'Reactive'.