Receiving a Chat Message

When an agent receives a chat message, a conversation will appear on LinkLive. The Conversation includes:

• The sender’s name or contact ID

• A message preview

• An audible or visual alert (depending on system settings)

Accessing and Responding to a Chat

To view and respond to the chat message:

1. Click on the chat Message box and type the initial message and send. The conversation will get assigned to the agent.

2. Alternatively, navigate to the Shortcuts and select a shortcut to be sent.

Ending the Chat Session

When the conversation is complete:

1. Confirm that all queries are addressed.

2. Click on “Wrap-up + End Session”.

   1. Review Conversation summary. Modify text if desired.

   2. If available: Select “Disposition”.

3. Optionally, click on the X on top right corner of the conversation to close the chat session.