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 navigated away from a chat and needs to get back to it.
Recommended Action

If the agent navigated away from the chat by mistake, the agent can reconnect as follows:

  • Navigate back to the Home tab.
  • Select the appropriate Chat campaign from the drop-down menu.
  • Find the appropriate social contact and 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 since left the chat, the agent sees a message that they are alone in the chat room. If the customer has not left, the chat session can continue.


Release Release 9.0(x), 10.0(1), 10.5(1), 10.6(1) 
Associated CDETS # None

Rating: 5.0/5 (1 vote cast)

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