Dealing with incoming chats

When a new chat comes in, it will appear in the new chats area. You can click on Next Chat Please! or the chat itself to open the chat, and reply to the message. Once you reply, the chat will be automatically assigned to your queue, so that other Agents cannot interact with or reply to the chat, but only view it.

To reply to a chat, you can just type your message in the message box, and either click Reply, or press Ctrl+Enter to send the message.

Once the conversation is complete, you can either write a final message and click Reply and Resolve, or click the Resolve this chat button at the bottom. This will close the chat in question, and remove it from your queue.