Use Advanced Chat, Proactive Chat, Web Analytics and Collaboration (V1)

When you receive an account activation link in your email inbox, click the link and follow the instructions to activate your account.

To begin handling chats, log in to the Customer Engagement Panel and set your state to Online. Then, log in to MAX and set your state to Available.

Transfer Chats from Advanced Chat

Don't use this method to transfer chats from the Advanced Chat application unless your administrator requires it. Use the MAX chat transfer method instead.

  1. In the Customer Engagement Panel, click Menu > Transfer.

  2. Click the name of the agent or group you want to receive the chat.

Use Canned Responses in an Advanced Chat

  1. Click + in the chat window to see available canned responses.

  2. Scroll or search for the canned response you want to use in the pop-up window.

    The Canned Responses window in Advanced Chat, with a search box and a list of canned responses you can select.
  3. Click your chosen canned response.
  4. Edit the response as needed when it appears in the text entry field.
  5. Press Enter to send the message.

Update Case Information for an Advanced Chat

The Case management window in Advanced Chat, with a drop-down for Select case type, options for Select Cclosure, and a button for Close case.

  1. Click the Select Case Type drop-down and select the appropriate case type from the list.

  2. Select the radio button for the appropriate case closure.
  3. If you want an emailed transcript of the chat, click Send this chat as email.

  4. Save your changes in one of the following ways:

    • To save and continue the chat, click Save this case and create new.
    • To save and end the chat, click Finish.

Share Your Screen with Contacts

You can share your screen or a single open application on your screen with a contact. The screen or application are live, so contacts can see updates you make while you share.

  1. Click the screen sharing icon in the toolbar of the chat window, indicated by two monitors.
  2. In the selection window, select the screen or application you want to share with the contact. Click Share.
  3. When you are finished sharing your screen, click the screen sharing icon again to disable it.

Block Contacts in Advanced Chat

You can block contacts who are spamming or harassing you. Note that the block is unique to the browser and the same contact could possibly initiate another chat session from a different browser.

  1. In the application, click Menu.

  2. Click Block in the drop-down menu.

Start Co-Browsing Sessions

Start Co-Browsing from an Active Chat Window

  1. Click Menu.

  2. Click Co-browsing.

Send a URL to a Contact to Start Co-Browsing

  1. Click Queue Menu Settings.

  2. Click Generate meeting code.

  3. When the Start Code appears, click Copy.
  4. Send the code to the contact.
  5. Click Close.