Working with the Chat Channel
The Gplus Adapter for Salesforce includes the chat media channel, which you can use to:
- Accept a chat invitation
- Initiate a chat
- Manage multiple chat conversations
- Initiate a chat consultation
When you navigate to the Chat channel, you'll see the default view where you can accept or reject a chat invitation, or use Team Communicator to invite a contact to chat with you.
The main Chat view displays a list of chat invitations and chats in progress, if any. You can choose to Accept or Reject a chat invitation.
When you click Accept, your chat begins. The first tab you see is the chat tab that is labelled with your customer's name. Just like most chat tools, you read messages and respond by typing a message and clicking Send. The messages are sent and received in real time. Your chat stays active until you or your customer terminates the chat.
To view chat details, click the Details tab.
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
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
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.
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.
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.