Using OctopusCX Agent Livechat

Start by navigating to Livechat by: 

• Selecting Agent from the application switcher

• Navigate to Livechat  on the navigation panel to the left

Open

Open

Starting a New Chat

To start a new chat, press the Start New Chat button in the chats section on the left-hand side.

After clicking the button, a new window should appear prompting you to enter some details. In this window, you are required to enter the details below: 

• Queue

• Source

• Contact Number/Name

If a user is assigned to multiple queues, the Queue dropdown menu can be used to select the appropriate queue. For Source, you may click on it to enlarge the dropdown and select the appropriate number for your chat.

To select a contact, you can manually enter the number/name or by selecting it through the contacts list. To select it through the contact list, click on the icon to the left. A new window should pop up displaying a list of contacts available.

After selecting a contact, you can then click Ok to create the chat

Once created, you should see the chat opened in the center of the screen and on the navigation panel to the left of LiveChat.

Accepting New Inbound Chats

New inbound chats appear under the Queued chats column on the right-hand side of the Livechat page.

New chats will remain in queue until a user Takes the chat. Once a user takes the chat, the chat will be removed from the queue and placed under the Chats column

Livechat Messaging Overview

This is an overview of the chat interface, hot to chat, and its various functions.

Mark chat as important - This feature, combined with selecting Important chats in the chat filter will show only chat interactions the user has marked as important.

Insert MMS - Send a picture via MMS. Pictures can be uploaded by an account administrator.

Insert template - This button will allow the user to insert a predefined message template into the message field. Note: New templates can be added only by the administrator.

Private note - When this button is selected, the user can insert a private note into the message interaction that is only visible to other Agent users and administrators. This can be used to memo the interaction for future reference.

Menu - The menu button will provide additional options to save a contact, transfer the chat to another user, or end the chat.

Transfer Chat to Another Agent

Chats can be transferred to other users who are currently online. This can be done by pressing the menu button and selecting Transfer.

A window similar to the one below should appear. 

In this window, you can select the Queue drop-down menu and choose which queue you would like to view. 

Open

Once you have selected the queue, would see a list of the available agents that are online and offline. You can only transfer to agents that are online. 

Once you have selected the agent you would like to transfer the chat too, a message will pop up letting the available agent know that you are transferring a chat. The agent has the option to cancel, or accept the chat to begin messaging with the customer.

Alternatively, chats can be placed back into the queue by selecting the Queues tab and selecting the desired queue.

Once the message is queued, any agents belonging to the queue can then pick up the message interaction.

Adding Contacts

If you are sending messages to a number that is not already in your contacts, you can add the number to your contacts by clicking the icon and using the View contact to add the contact.

A new window should be displayed showing the message history with this number as well as the option to add the contact. From here, you are asked to have the following information from the contact.

• First/Last Name 

• Address

Once you have entered in the contact detials, you can hit Save and the contact will be saved to your contacts list.

Ending a Chat Session

Chats can be ended by clicking the menu button and pressing End chat