Handle Chats

If configured by your administrator, you can connect to a maximum of eight chat sessions, concurrently.

Handle an Incoming Chat

When a contact starts a chat session, NICE inContact Agent for Oracle Service Cloud prompts you to accept the incoming chat. All chats are inbound only.

For help using or troubleshooting the Oracle Service Cloud product, see your Oracle documentation.

  1. Click Accept when a chat confirmation window appears. If you take longer than 45 seconds to respond, the chat request is automatically rejected and your Availability stateClosedThe availability status of an agent. is changed to Refused.

  2. The chat control panel populates and allows you to interact with the contact.

  3. During the chat, you can copy text within a chat, transfer the chat, or take notes.
  4. When finished chatting with the contact, you can end the chat.

To interact with other contacts, click Home while in an active chat. Home will show all active contacts that the you are currently working.

Transfer a Chat

  1. If you are currently handling multiple chats, select the chat you wish to transfer. This makes the chat Active and pauses the others.

  2. Click Transfer.

  3. Hover over an agent from the Agents tab or a skill from the Skills tab. Click Transfer.

  4. The chat is disconnected. If configured by your administrator, it prompts you to disposition the chat and add notes to it.
  5. Click Save.

The chat is removed from your console and the agent you chose or an agent with the skill you chose receives a confirmation window for it. When a new agent accepts the chat, all messages from your original chat with the contact appear in that agent's chat window.

Use Quick Replies in a Chat

Use quick replies in NICE inContact Agent for Oracle Service Cloud to send fast, generic responses to customers.

  1. During an active chat, click Show Quick Replies.

  2. Select a quick reply from the list to see a preview of the quick reply.

    Use the Skill Level and Favorites tabs as needed. You can also search for a word contained in the quick replies by using the Search field.

  3. Select the appropriate quick reply to enter it into the chat.

    You can modify the message if necessary.

  4. When you are satisfied with your message, click Send.

Take Notes and Add Disposition During a Chat

Take notes and select a disposition during a chat contact to improve recall and future interactions with the customer.

  1. If you are currently handling multiple chats, select the chat you wish to take notes on. This makes the chat Active and pauses the others.

  2. Click Show Contact Details.

  3. Select a disposition from the Disposition drop-down.

  4. Click inside the Notes field and type your note.

  5. When done writing notes, click Hide Contact Details. NICE inContact Agent for Oracle Service Cloud saves your notes once it is minimized.