Managing Multiple Chat Interactions

The chat channel features make it easy for you to manage multiple chat interactions. If you have two or more active chat interactions on the go, you can see when you have incoming messages from your other parties and navigate among the chat interactions.

Consider this scenario. In this instance, you are chatting with a customer when you see a notification on your chat channel icon at the bottom of the adapter. This notification means that you have a message from another in-progress chat or a pending invitation.

Navigate to the the main chat list. Notice that you now have two entries on the list:

• Your chat that already is in progress
• A pending chat invitation from another customer

You can accept the invitation and start the interaction with the Kristi. Conversely, if you need to focus on your in-progress chat with Bob, you can click Reject. The second chat invitation is routed to the next available agent and the entry is removed from your list. In this scenario, though, you accept the chat invitation.

After you greet the Kristi and start chatting with her, a notification is displayed on your chat channel icon at the bottom of the adapter. Bob responded to your last message. You can return to your chat list and select the chat interaction and continue chatting with Bob.

In this manner, you can manage several conversations at one time. Remember that both calls will need some finishing tasks on the Details tab and marked done after the chat is concluded.

(need more information on this - and need an environment to confirm the validity of my scenario flow, plus likely need to add some tips and hints)