The Contivio Chat allows a user to communicate with visitors to their website who have engaged them from the Contivio Chat Widget. Similar to all media types, access to Chat must be assigned to the Queue the user belongs to. When a user is online, one or more chat messages may be routed to them. No chats will be routed to a user if they’re on a voice call. Offline chat messages will be sent to a default email as setup by the Administrator.
Chat is the fifth option in the Contivio Side Bar – directly below Recent & Scheduled Calls. Chat history can be viewed from Contact Logs or within the CRM for a more detailed log. Alternatively, the Contivio Reports collect and summarize all sorts of information about a users’ chat interactions.
A ‘Chat Session’ follows the same usage convention as most messaging tools.
To Transfer a chat to another queue, click on the book icon in the top left of the chat log window.
To use a pre-configured message, click on the "Canned Answers" icon, which looks like a filing cabinet.