Denying 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 the chat request if:

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

- AND -

You have selected Active as your status from the My Status option in the Tools menu.

- AND -

If your work load has not exceeded the load set for the Chat Medium in Talisma Business Administrator.

You may deny a chat request. However, a chat request that you deny may be routed to you again, if:

•   The request is not accepted by any other User.

- AND -

The value for the Re-Route Request Default Team Option for Chat has been set to 1 in Talisma Business Administrator.

To Deny a Chat Request

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

- 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.  Select the visitor in the My Sessions pane.

b.  Click Deny.

Talisma then routes the chat request to the next available User. If Users are not available, Talisma displays a message to the visitor indicating unavailability of a User.

Note  If the Implement auto accept of sessions by CSR Global Option has been selected for the Chat Medium in Talisma Business Administrator, you will be forced to accept the new chat request.