Sending Comments to Users

See Also

Permissions Required

Manage Media Chat - To create, edit, and delete Default Team and Global Options and the Proactive Filter, purge Visitor Details, reload Media Options, delete inactive chat servers, and access the Manage, View Status and the View Queue tabs in the Talisma Chat Workspace.

As the Supervisor, you can send answers to queries, updates, or new information to Users, without joining the chat session. In addition, you can send comments to Users if their responses to the visitor's queries are not satisfactory.

These comments are displayed in the User's Transcript pane, or in the Transcript pane of all Users if they are participating in a Conference session. However, the comments are neither displayed to the visitor nor included in the chat transcript sent to the visitor. These comments are saved as part of the Interaction created at the end of the chat session and are displayed in gray with the rest of the conversation in the Interaction window.

To Send Comments to Users

1.  In the Manage tab of the Talisma Chat Workspace, the Teams/Users pane displays the list of Users belonging to Teams in which you have the Use Media Chat Permission.

2.  Click the plus sign (+) next to a Team and select the User to whom you want to send comments. The User's active sessions are listed in the Active Sessions pane. Select the required session to view the conversation in the Transcript pane.

3.  Type comments in the Comments area.

4.  Click Add Comment. These comments are not displayed to the visitor, but are sent to the User.

Note  •   The comments exchanged between a Supervisor and User are visible to all Users participating in the session. •   Comments are not included in the chat transcript sent to the visitor.