SocialMiner Chat - Agent needs to return to Chat UI

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! '''Problem Summary'''  
! '''Problem Summary'''  
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| An Agent needs to get back into a chat after navigating away from the chat UI, or ending chat, or the chat is interrupted by a system problem.
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| An Agent needs to get back into a chat after navigating away from the chat UI, or the chat is interrupted by a system problem.
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! '''Error Message'''  
! '''Error Message'''  
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! '''Possible Cause'''  
! '''Possible Cause'''  
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| Agent navigated away from a chat&nbsp;or ended it by mistake&nbsp;and needs to get back to it.
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| Agent needs to get back to an ongoing chat.
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! '''Recommended Action'''  
! '''Recommended Action'''  
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If Agent ended chat session by mistake, Agent can reconnect as follows:
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If Agent navigates away from a chat session by mistake or if the chat is interrupted by a system problem, the Agent can reconnect as follows:  
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*Select Show Handled and locate the social contact.
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*Click Reply to rejoin the chat.
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If the customer has left, you will see a message that you are alone in the room. If the customer has not dropped off, you can continue the chat.
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If Agent navigated away, Agent can reconnect as follows:  
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*Select Reply to change the social contact state back to Unreserved.  
*Select Reply to change the social contact state back to Unreserved.  
*Select Reply again to Reserve the social contact and rejoin the chat.
*Select Reply again to Reserve the social contact and rejoin the chat.
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If the customer has left, the Agent will see a message that they are alone in the room. If the customer has not left the chat, they can continue the chat.
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A chat that has been ended cannot be re-joined.
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Latest revision as of 16:00, 12 June 2012

SocialMiner Chat - Agent needs to return to Chat UI

Problem Summary An Agent needs to get back into a chat after navigating away from the chat UI, or the chat is interrupted by a system problem.
Error Message None
Possible Cause Agent needs to get back to an ongoing chat.
Recommended Action

If Agent navigates away from a chat session by mistake or if the chat is interrupted by a system problem, the Agent can reconnect as follows:

  • Select Reply to change the social contact state back to Unreserved.
  • Select Reply again to Reserve the social contact and rejoin the chat.

If the customer has left, the Agent will see a message that they are alone in the room. If the customer has not left the chat, they can continue the chat.

A chat that has been ended cannot be re-joined.

Release 8.5
Associated CDETS # None

Rating: 0.0/5 (0 votes cast)

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