Resuming a Suspended Chat Session

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 you suspend a chat session, you can resume the session in the following ways:

•   By performing an operation on the chat session, such as, sending a chat message, Canned Response, link or Web page, uploading a file, or adding comments to the chat transcript.

•   By initiating a Conference session.

•   By explicitly resuming the suspended session.

When a visitor reconnects to a chat session by sending a chat request, the request is routed to you. You will need to resume the chat session in order to continue chatting with the visitor. The chat session does not resume automatically when the visitor reconnects to it.

To Explicitly Resume a Suspended Chat Session

•   In the Chat Workspace, select Resume Session from the Chat menu.

- OR -

Click .

Behavior on the Visitor's Side

When a visitor explicitly suspends a chat session, either by clicking Suspend, or by closing the chat window, the visitor can reconnect to the same session by sending a chat request.

The following section describes the various scenarios related to visitor-side chat:

Scenario 1

When a visitor who is already involved in a chat session sends a new chat request, the visitor is prompted to reconnect to the same session.

•   If the visitor clicks Yes, a new chat window opens on the visitor's screen, displaying the transcript of the session that is already in progress.

•   If the visitor clicks No, a new chat session starts.

Scenario 2

A visitor may be involved in two chat sessions. If the visitor restarts the computer without explicitly suspending both chat sessions, the visitor is prompted to reconnect to a session in progress after the computer is restarted.

•   If the visitor clicks Yes, the visitor is reconnected to the second chat session.

•   If the visitor clicks No, a new chat session starts.

Scenario 3

If a visitor who is involved in two chat sessions suspends the first session, and restarts the computer, the visitor is prompted to reconnect to the suspended session after the computer is restarted.

•   If the visitor clicks Yes, the visitor is reconnected to the first chat session, which was explicitly suspended.

•   If the visitor clicks No, a new chat session starts.

Note  •   If the cookies on a visitor's computer have been disabled through the security settings of the Internet browser, the visitor will not be able to reconnect to the suspended chat session. When the visitor restarts the computer, and sends a chat request, the request is routed through the normal routing process. •   When you resume a suspended session, the visitor details are not displayed in the Site Visitor’s pane. •   If a suspended chat session expires before it is resumed, a new chat session will be created when the visitor tries to reconnect to it.