Initiating a Chat or Voice Call

Before initiating a chat or voice call, the agent needs to find the contact using one of the following methods:

• Search Field: Use the “Search Contacts & Conversations” field to quickly locate a contact.

• Contact List Browsing: Manually browse through the contact list.

• Search Above Contact List: Use the dedicated search field above the contact list for quick access.

Initiating Communication Once the contact has been identified, click on the contact to reveal multiple interaction options: Start Messaging – Click to initiate an instant messaging session with the contact. Start Voice Call – Click to initiate a voice conversation. Send Secure Mail – Use this option to send a secure email communication. View/Edit Properties – Access and edit contact details. Specify Status – Change or view the contact’s status. Toggle Multi-Select – Select multiple contacts for bulk actions. Add to My Favorites – Add the contact to your favorites for quick access.

Group Messaging and Conferencing from Contact Folders

The LinkLive Contact Directory is organized by folders, typically to align with your organization’s structure. For example, Contact folders may be setup for Customer Service, Accounts Payable, Cards Servicing, etc. To quickly start a group call or message conversation with all Contacts in a Folder, a user can right click on the folder and select Start a Group Message or Start a Group Call. Users can also start a group voice conversation with their My Contacts.