Taking Over a Chat Session

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.

- OR -

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.

You can take over an ongoing chat session and continue the conversation with a visitor, if you have the Manage Media Chat Global Permission, and the Use Media Chat Permission in the Team to which the chat request has been routed. After taking over a chat session, you become the owner of the chat session and of the Interaction created at the end of the session.

A chat session that you take over is added to the your of active sessions. Talisma will display the Chat tab to enable you to interact with the visitor. The visitor's Transcript pane displays your name.

To Take Over a Session

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 the required Team and select the User whose session you want to take over. The User's active sessions are listed in the Active Sessions pane.

3.  Select the required session to view the conversation in the Transcript pane.

4.  Click Add to my sessions.

- OR -

Click

An appropriate message is displayed to the User whose session has been taken over.

5.  You can switch to the Chat tab to continue the chat session with the visitor by typing messages in the Message area of the Transcript pane.

Note  •   If you take over a suspended chat session, the session remains in the Suspended state until you resume it. •   If a User logs off from Talisma Client, you can take over the chat sessions of such a User before the sessions expire. •   You cannot take over a session if the number of sessions you are handling exceeds the total load specified for you. •   When you take over a chat session, the value in the Session Type column is 'Barged In'.