Engagements

Users with the Agent role can participate in chats within the Engagements section of the Console.

There are four key functional areas of the engagement screen.

#AreaDescription
1QueuesChats in progress and waiting in queue. See Queues.
2Chat areaChat conversation history with the selected visitor. See Chat area.
3

Visitor information

Information about the visitor and integrations with visitor records in enterprise systems. See Visitor information.

4Message inputControls for the agent to send messages. See Message input.