Responding to a Chat Message

When you accept a webchat or SMS message, you can respond to the customer's message, by typing an answer or by inserting a predefined answer from a template called Conversation Templates. If you use a predefined answer, you can also edit it to suit the chat's content.

An SMS chat is indicated by a blue chat icon, while a web chat is represented by a green chat icon.

Interaction Type	Example
SMS message
Webchat message

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To respond to chat messages:

1.

In the left pane, click the listed chat that you accepted; its contents are displayed in the right pane and the chat session begins:

2.

Typing an answer:

a.

In the textbox located at the bottom of the chat window, type an answer.

b.

Click the arrow button to send it.

3.

Using a predefined answer:

a.

Click the Conversation Templates button located below the chat window; the Conversation Templates dialog box appears:

b.

Select the relevant template, and then click Select; the predefined answer appears in the chat's textbox.

c.

Edit the inserted predefined answer if required, and then click the arrow to send it to the chat session.