Let's take a look at chat Cases!

Chat Cases can be created using the Web Connect and Support SDK communication channels. Chats allow Users to interact with Customers in real-time. 

Chat Tiles

When a Customer initiates a chat, a tile will pop up in the top left. The platform uses the email address entered by the Customer chatting in to match the appropriate Contact found in your database. The initials in the tile correspond to that Contact's first and last name. Chat tiles are organized by when the Case was created from the oldest on the left to the newest on the right. Up to 7 chat tiles can be displayed at a time. You will only see tiles for chat Cases that are unassigned or owned by you. If anyone else claims a chat Case, the tile will disappear. Clicking on chat tiles allows you to easily move from one Case to another so you can chat with multiple Customers. 

You'll notice that the tiles have different colors and features. Let's take a closer look!

• Orange Tiles - 

  
  

  Unassigned chat Cases will appear as orange tiles. Clicking on one of these tiles will present you with a popup that allows you to claim the Case or leave it unassigned. If anyone else claims an unassigned chat Case, the tile will disappear. The Customer will receive a message whenever the Case is claimed to let them know the first and last name of the Owner User that claimed the Case. If you access an unassigned chat Case, the tile will turn solid orange. 

• Blue Tiles - 

  

  Chat Cases you own will appear as blue tiles. The tile will disappear once the Case has been resolved. If you access a chat Case you own, the tile will turn solid blue. 

• Badges -

  

   An orange badge will appear at the top right of the tile to let you know the Customer has sent a new message in that Case.  The badge will only appear if you are not currently accessing the Case. Whenever you access the Case, the badge will disappear. 

Conversation Panel

Whenever you access a chat Case,  you can use the Conversation panel in the CX Manager to actively chat with Customers. Messages you send will be highlighted in gray. All other messages will be highlighted in blue. You can also send files using the Conversation panel. Any files sent via chat will show up in the Conversation panel as well as the Files tab in the Case panel. If your organization has any Quick Replies set up, they can be utilized in the Conversation panel as well. Support SDK chat Cases are also capable of audio & video chat functionality.