Chat Desk User Guide
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  • 🔎Overview
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    • Access the Chat Desk Dashboard
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  • 🤝Agent Desk
    • Access & navigate the Agent Desk
    • Manage chat queues (Agent Desk)
      • Chats and tickets
      • Manage tickets
      • Pending chats
      • Close chats
    • Search, filter, and sort chats & tickets
    • Chat capabilities
      • Send attachments (media files)
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  • 🦸Supervisor Desk
    • Access & navigate the Supervisor Desk
    • Manage chat queues (Supervisor Desk)
      • Chats and tickets
      • Manage tickets
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On this page
  1. Agent Desk
  2. Manage chat queues (Agent Desk)

Close chats

PreviousPending chatsNextSearch, filter, and sort chats & tickets

At the end of a chat, the agent can close the chat as follows:

1. Click the Close Chat icon in the top right corner of the chat.

  1. In the pop-up, provide some information about the engagement with the customer:

    • Indicate the general sentiment of the conversation.

    • Add additional free text notes.

    • Select a tag from the drop-down to label the chat (assuming ). Tags are listed in alphabetical order.

    • Add JIRA links and/or ticket numbers if applicable.

The notes and ticket numbers are available in the customer's chat history and can give context about the conversation for the next engagement with this customer. The sentiment and tags are also useful when the supervisor analyzes engagement data.

  1. Click the Close button to close the chat.

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tags have been set up