Livechat-agent Infinity Desktop

Live chat is the feature where customers can contact your agents directly via chat on your website instead of via phone.

Incoming chat

If you are a member of a queue where Live chat is activated, new chat messages will be displayed in the client just like incoming calls. The image below shows an incoming chat message. Click on the green chat icon to start the chat. Unlike calls, you can have multiple chat sessions running simultaneously.

To start multiple chat sessions, simply click on the green icon next to the customers name to be assigned the chat. If there are multiple chats in the queue, they will be displayed in the queue overview.

The image shows a started chat with Steven and a queued chat from Sarah.

Queue overview: 0 calls in the queue, 2 chats that have not yet been answered and are waiting in the queue.

Just like new incoming calls in Infinity Desktop, a popup will appear for new incoming chat messages:

Ongoing chat

When you start a chat session with the customer, the chat window will open in the client. You can minimize and return to the chat at any time by clicking on the customer's name. This way, you can easily switch between different chats and calls.

The image shows 2 ongoing chat sessions that you can easily switch between by clicking on the names. Notice the red “notification-ball” that shows one unanswered chat-message.

You can also edit and delete sent chat messages in desktop client by hovering over a sent message and either clicking the pencil to edit or the trash to delete the message.

When you start a chat, it is assigned to you. Your colleagues can no longer see it. However, you can choose to return the chat to the queue so that someone else can continue the conversation. When you are done, you finish and mark the chat as completed using the resolve and end button.

Return chat

Resolve and end chat