Working with the Chat Channel

As part of the omnichannel customer experience, customers have the opportunity to chat with a live agent while browsing on your website. The invitation that the customer sees might resemble the following pop-up window:

This proactive touchpoint with the customer enables him or her to reach out to you for assistance, if needed. You, as an agent, can respond to these customers from your Gplus Adapter for Salesforce. Using the chat media channel, you can:

• Accept a chat invitation
• Initiate a chat
• Manage multiple chat conversations
• Transfer a chat

When log into the adapter and navigate to the Chat channel, you'll see the default view where you can accept or reject a chat invitations, or use Team Communicator to invite a contact to chat with you.

File:GPlusChatView.png

[+] Show video: Main View Overview

Chat Details

The Chat details view shows you all the data the adapter has about the chat, and it provides fields that you can edit to add more information:

• Case Data
• Disposition
• Notes

Case Data

The Case Information section shows you read-only information about the chat — the exact information is determined by your administrator.

Here are a few examples of some information you might see in your details view:

• Origin
• Target
• Contact name
• Call type
• Account information
• Subject

File:GplusChatData.png

Notes

If configured by your administrator, you can add notes either during the call or as part of your after call work. To update, just enter your comments in the text field. You can't make any other changes after you click Mark Done.

File:GplusChatNotes.png

Disposition

If configured by your administrator, you can change the disposition for a call either during the chat or as part of your after call work. You can use this field to record the business outcome of the chat. To update, just click the dropdown list and select a disposition. You can't make any other changes after you click Mark Done.

File:GplusChatDisposition.png

Viewing toast data

You can view toast data in line with the chat list in the main chat view or on a view that slides in from the left.

File:Placeholder.png

Show two states of the adapter in one .png

Finishing a chat

When your chat is over, either because the other party left the chat or you clicked End Chat (File:GPlusEndChat.png), you might need to update some information in the details area (such as disposition or notes). Your environment could be configured to automatically change your status to After Call Work to give you time to complete this task; if not, you can change the status yourself.

After finishing any after call work, you can click Mark Done, which completes the call and sends you back to the main chat channel view. At this time, your status might automatically change to Ready, Not Ready, or some other value, if configured by your administrator; otherwise, you have to change it yourself. Note: Your environment might be configured to automatically mark the chat as done as soon as it's over.

If you are finishing multiple chats, just click the tab for a chat, enter any necessary information in the chat details area, and click Mark Done. Then, move on to your next chat tab.