SocialMiner Chat - Agent needs to return to Chat UI

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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 ending chat, or the chat is interrupted by a system problem.
Error Message None
Possible Cause Agent navigated away from a chat or ended it by mistake and needs to get back to it.
Recommended Action

If Agent ended chat session by mistake, Agent can reconnect as follows:

  • Select Show Handled and locate the social contact.
  • Click Reply to rejoin the chat.

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.

If Agent navigated away, 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.


Release 8.5
Associated CDETS # None

Rating: 5.0/5 (1 vote cast)

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