Operate > WebSphere Commerce Accelerator > Marketing > Use customer care
Chat with customers
Once you are in a session, you can use chat messages to exchange typed communication with customers. Both you and the customer see a transcript of the messages for the duration of the session. The button containing the customer's name, session status and the session clock.
For the session that is currently active, the status changes to active and the button is displayed as a pushed button.
For sessions that are not active, (the sessions that are hidden in the background) you can still watch the session button that is displayed across the top panel. The text color on the button will change, depending on the status and system color scheme.
- Highlighted (Waiting status): The customer was the last person to send a message. Highlighted text on the button alerts you that a customer is waiting for you to respond.
- Normal (Thinking status): The CSR was the last person to send a message. The customer has not responded yet.
Procedure
- To send a chat message to a customer, use the Session tab.
- Position the cursor in the box beneath Type the text. Type the message.
- Optionally, you can click Pick a Topic, which displays the Topic list dialog box. You can select a topic from the predefined topic list, which inserts the text into the text field. You can edit this text as appropriate, then click OK to insert this text to the Type the text field.
- Click Send or press Enter. Your message displays in the chat transcript area. Full Web addresses are converted to hyperlinks in the chat transcript area. You must include the protocol (usually "http://") and "www" at the beginning of the address to send a hyperlink in a chat message.
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