Once a customer sends a web chat or SMS, agents will receive an incoming alert for a pending chat. For any pending chat, you can choose to either accept or reject that chat. When you receive an incoming chat, those chats will appear in the Chat menu, which you can access by navigating to Chat via the left-hand navigation bar. All pending and active chats will appear in the left pane, where you can see the name of the queue, the date and time it was sent, and the type of chat (either web or SMS).
Another way that an agent gets notified for an incoming chat is via a standard desktop notification. When a chat comes in and you’re currently in another window, a notification pop-up will appear and alerts you that you have an incoming chat. This pop-up notification is coming directly from your browser and is helpful when you’re looking at a different window so you don’t miss a chat. This notification can be turned on/off in your browser settings.
How the chat widgets appear on the website is configured by your admin. Your admin creates the input fields the customer can fill out, what the chat widget looks like, and what notification the customer receives while waiting to be routed to an agent.
Let’s review what to expect when you accept or decline a chat.