Handling a Chat

Talkdesk Omnichannel’s™ main purpose is to support you with the management and organization of multiple conversations with your customers. These conversations can be held across many channels and social media feeds, so Talkdesk Omnichannel acts as the single access point in which you can have these conversations.

Conversation and Queue Status

Agents can belong to multiple teams and juggle customer conversations across teams, depending on the load and urgency.

To help agents have clear visibility into the current state of the queues of the teams they are part of, a few team metrics are shown in the team selection dropdown in the top-right corner of the agent console:

Under “Chats in Queue”, you can see the count of all chats waiting in the team’s queue, while the “Chats Pending response” section displays the count of chats awaiting a response from the agent.

These stats are presented both at the individual team level, in the dropdown, and at a consolidated level at the top. The consolidated count includes the current team metrics, as well.

Confirming Your Omnichannel's Agent Status

Before you begin interacting with customers, you should have your status set to "Available". In this status, teammates can transfer chats to you and managers will be able to see your availability.

To change your status in Omnichannel, click on the drop-down above the Queue Feed [1].

Sorting Chats

An agent can prioritize chats within the team’s queue by using the sorting feature.

The sorting is based on two metrics Longest Waiting Customer and Latest Incoming Message.

This enables the agents to prioritize between a customer’s newly received message or a customer’s message that’s been waiting in the queue. The sort order can be ascending or descending.

An agent’s sorting order in the queue is saved automatically and the order persists across sessions (their logout and login actions) unless the agent changes it manually. This allows the agent to set their order of preference without having to set it every time they log in.

To sort the chats, please proceed as follows:

  1. Click the “Sort” icon to display a sub-menu.
  2. Select one of the options:
    * Longest Waiting Customer: sorts the queue based on the customer’s wait time; the customer who messages first comes at the top of the queue.
  • Latest Incoming Message: sorts the queue based on the latest message sent by a customer; the most recent message sent by a customer comes at the top of the queue (irrespective of which customer has been waiting longer).
  • Highest Priority: sorts the queue based on the highest chat priority; chats with higher priority (P1) come at the top of the queue. In case multiple chats have the same priority, the “Longest Waiting Customer” sorting will be used to sort the chats.

Organizing Your Chat Work Load

There are two methods to organize a chat workload:

  • Select as many chats as you feel comfortable with.
  • Omnichannel automatically routes chats into your queue through a preconfigured number designated by a Team Manager.

To manually pick chats:

  1. Ensure you have the team queue selected [1].
  2. Check the box of one or more chats [2].
  3. Hit Pick [3] for the chats to be moved to "My Chats".

Putting a Chat on Hold

Placing a chat on hold is a way to archive active chats that are waiting for the customer to respond. Simply click on the On Hold [1] button.

Closing a Chat

  1. Click on the arrow next to On Hold [1].
  2. Select Close [2] from the drop-down.
  1. Select a reason to close the chat [3].
  2. Click Yes [4].

Transferring Chats on to Another Agent

Agents can transfer their chats to:

  • Other agents in the same team.
  • Other agents in another team sharing the same asset on which the chat has been created.
  • Another team’s queue.

There are two ways to transfer a chat:

  1. Under My Chats check the boxes for the chats to be transferred [1] and click Transfer Selected Chats [2].
  1. Alternatively, click on the Actions drop-down [1] and then select Transfer Chat [2].
  1. In the dialog, select one of the options, and then click Assign [3].