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 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: 5.0/5 (1 vote cast)

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