Message input

The message input controls are found on the Engagements screen.

#FeatureDescription
1Transfer
  • Agent: Transfer the chat to another agent. Only shows agents that are available.
  • Group: Transfer the chat to another group. Lists all available groups.
  • Tier: Transfers the chat to another tier within the current group. List all 10 tiers.

2Invite

Opens a control that allows you to invite another available agent to joint your chat.

3Email

Opens a dialog box that allow entry of multiple email address. The agent's email is pre-populated by default.

4Upload

Opens the "Select File" control that allows the agent to select a file from their computer and upload it to share with the visitor.

5URL

Sends a message with a URL to the visitor. When the agent enters a url, the message to the visitor is formatted as "Please visit this page: http://www.domain.com".

6Copy

Makes a copy of the current transcript to the agent's clipboard, allowing the agent to paste the content.

7Visible to: 
  • All: Message sent by the agent is can be seen by visitors and all agents in the chat.
  • Agents: Message sent by the agent is not shown to the visitor. It is only visible to the agent and other agents in the chat.
  • Managers: Message sent by the agent is not shown to the visitor. It is only visible to the agent and managers in the chat.

8Message input

Where the agent types the text message.

To insert a canned message:

  1. type "#" to display the canned message menu,
  2. keep typing the message name to filter the canned message menu to locate the message you want,
  3. Click the message you want to insert it into the message input text area. See Canned responses for more information.

9Expand message input text areaClick and drag to increase and decrease the size of the message input text area. Helpful when composing a lengthy message.
10Visitor typing indicatorWhen the visitor is typing, the notice "<visitor name> is typing" will display here.