When a visitor starts a conversation, it goes into a queue for the assigned skill group. (The skill group is chosen based on rules your supervisor or an admin set up.) Any agent in that skill group can accept the conversation to grab it from the queue.
How to accept a conversation
When a new conversation starts, the chat button in the agent widget will be highlighted in orange for all agents in the skill group. The unread count in the status bar will also increase.
If you have the large ring alert turned on, you will also see a banner at the top of your agent widget.
The first agent to click on the chat icon accepts the conversation and can start to handle it. If you have the large ring alert turned on, you can also click the accept button in the alert banner to accept the conversation.
Ending a conversation
When a conversation is finished, you may end it if the visitor has not done so. In the Agent Widget, click on the "three dots" button in the upper right corner of the conversation. Then click on End Conversation.
If needed, you can resume the conversation by clicking on the resume conversation button on the bottom of the conversation.
Note: If you are using our legacy Chat platform instead of our modern Messaging platform, you will not be able to resume the conversation. In legacy Chat, you can end the conversation by closing it in the agent widget. You may see a dialog asking if you are sure you want to end the chat. If you are not sure which engagement platform or type your company is using, ask your supervisor.