An agent has 45 seconds to accept an incoming chat. After 45 seconds or clicking REJECT, the chat request is rejected and send back in to the same skill queue. The agent's state is changed to Refused.
Handling Multiple Chats
When handling multiple Chats, you can activate an Interrupted Chat by clicking on the Chat card.
There will only be 1 active Chat at a time. By clicking on 1 chat, all others will be marked as Interrupted.
Chat Color Indicators
White Chat Icon is for System messages and inactive Chats.
Blue Chat Icon is when the agent is the last person to send a message.
Orange Chat Icon is when the customer is the last person to send a message.
Red Chat Icon is when the Chat has a been inactive for more then a minute.
This sends the chat to the customer.