Ending and Wrapping Up a Chat Interaction
The chat session ends when you or the customer disconnects the session.
Once you finish a chat interaction, you have a predefined time to summarize (wrap-up) the interaction. The wrap-up can be used, for example, to update documentation, update your organization's CRM, or any other organizational need.
| ● | If a chat session reaches a predefined session timeout, the session ends automatically. |
| ● | Ended chat sessions are automatically deleted from the Worker Application. |
| ➢ | To wrap-up chat interaction: |
| 1. | In the chat session, click the End Conversation button; a drop-down menu appears, listing available wrap-up options, as shown in the following example: |
| 2. | Select a wrap-up reason; the chat session ends. In addition, the left pane displays the listed chat highlighted in a background color and a countdown is activated to complete the selected wrap-up. If you finish the wrap-up before the countdown ends, click the Finish Wrap-up button. If the counter expires and you haven't clicked the button, the wrap-up ends automatically, and you're reverted to "Ready" mode. |
You can choose not to wrap-up the interaction, by selecting Without wrap-up. In this scenario, your status immediately changes to "Ready".
