To accept a chat, click on the Accept button. This will open that chat in the left pane, and the Script and Chat Details window will appear in the pane on the far right. If you select the Details tab, you can find out more information about the chat and the customer, including the queue the customer was routed to, the date and time the chat was sent, and the DNIS number (for SMS) the customer used to contact you.
While you chat with a customer, you will have the option to requeue that chat to the same queue or another one at any time. Additionally, you can enter agent notes and disposition that chat to mark the outcome of the interaction.