To start handling chats, select a work level including chat services.
Click on Activate to start receiving chats from a queue, or pick new chats from waiting list.
A chat contact routed to you is automatically opened in a chat card at the top left of your screen.
Set up your work space with chats in advance. Go to Menu and click New chat card, e.g. three times to get three cards. Place them where you want them. ACE remembers you choice.
Working with chats
If you pick new chats from waiting lists they will be opened in the chat card that has been empty the longest.
When working with chats distributed from queue the administrator has specified how many chats you should handle in parallel. Specification is made per agent in ACE Admin. See All details in the User accounts window. .
To start receiving chats and/or other contacts, click on Activate. Your current work level decides what types of contact you will receive.
New chats from queues will be routed to you until you have reached your specified number of parallel chats.
When ending wrap-up for one chat by clicking Clear card, you will receive a new chat to maintain your specified number of parallel chats.
To stop the distribution click Pause.
To start the chat conversation click on Accept. Chats picked from waiting lists are automatically accepted. For chats distributed via queue you can choose to Accept contacts automatically in Menu | Client settings.
Write, or paste, your text and send with Enter. To use quick texts, type #, as seen in Use Quick texts #.
To insert a line break in your text, use Shift.
When working with multiple chats you can navigate between them with keyboard's Alt→ as seen in Keyboard shortcuts
End stops the conversation. When a chat is ended, by the customer or by you, the chat's timer stops and you get status Wrap-up.
To close the chat contact and clear for next, click on Clear card.
Video, co-browsing and answer help
If your web site is set up for video chat, you have the access right Execute video chat, and both your and the other chatting party's web browsers support video, you see a Video button in your ACE Interact chat card. Initially the web browser will ask you give access to your camera and / or microphone.
If you web site allows co-browsing, and you have the access right Execute co‑browsing, you can use the web page sharing tool described in Co-browsing – share web page. For best overview, set your web browser to open new pages in separate windows.
If you use ACE Answer, and have made necessary client settings, the chatting customer's question may give you the relevant answer to copy into your chat. See The agent's view.
including chat services.
New chat card, e.g. three times to get three cards. Place them where you want them. ACE remembers you choice.
