Toolbars

Agents use the channel-specific toolbar that is available for telephony, e-mail, and chat. The toolbar options change dynamically depending upon what channel is selected.

Interactive scripting

Agents can use scripts to guide them through the chat session. The script is available directly next to the chat text area, so agents can easily and quickly access the information without navigating to a different screen.

Knowledge search

Agents can use the knowledge search to find solutions to problems or other issues reported by customers.

Telephony

Agents can remain in the chat channel and make a short phone call by using Dial in the toolbar.

Interaction record

Depending on Customizing settings, the chat transcript can be saved and later accessed in the activity clipboard of the interaction record.

Standard responses

Agents can choose standard responses and insert them into the chat text. Standard responses provide consistent handling and messaging to customers.