How to Use the Chat Center

The Chat Center allows you to engage in one-on-one and group conversations with other users of your contact center.

Overview of the Chat Center

Initiating Chats

Start a chat with one or more people by clicking the icon and adding any number of participants.

• Find the desired contact using the search bar.

• Click on each user you would like to add to the chat.

• To remove a user, click the x next to their name.

Search for and add participants to a group chat

Sending and Formatting Messages

Use the input area at the bottom of the chat window to compose and send messages.

• Formatting: Apply bold, italics, underline, links, and colors to message text.

• Attachments: Add files to your messages.

• Emojis: Enrich your messages with any of the standard emojis.

Message composition tools including formatting, attachments, and emojis

Message Actions

You can perform various actions on messages after they have been sent. Hover over a message to access the action toolbar:

• Quick emoji react: Add an emoji reaction to a message.

• Reply: Send a response quoting a specific message.

• Pin message: Mark the message for quick access at the top of the chat.

• Edit message: Modify the text of one of your messages.

• Delete message: Remove one of your messages from the chat.

Available actions for sent messages

Managing Recent Chats

In the Recent section, you can manage active conversations using the kebob (three vertical dot) menu.

• Mute: Stop receiving notifications for this specific chat.

• Delete: Remove the chat from your list.

• Pop out: Open the chat as a separate dialog in the bottom row of Chat Center.

Manage chat settings via the kabob menu

Team Chats

Team chats are automatically managed group chats consisting of your team members. Chat membership updates automatically as team members change.

• Agents can view chats for their assigned teams.

• Supervisors can view chats for all managed teams.

Team chat interface for agents and supervisors