The chat panel in the Interaction Portal allows customer service representatives (CSRs) in the contact center to enter conversations with a customer when the customer escalates their interaction, to help resolve their issues or provide any additional information that the bot cannot provide. Using this panel, the CSR can also download conversation transcripts, get insight into the customer's intent, approaching the contact center using context data, request customer authentication, start a co-browse session, send attachments, and transfer their interactions to other agents.
|1||Icon for an authenticated customer.|
|2||Illustrates the customer sentiment. The sentiment is deduced from the customer’s most recent messages (two or three).|
|3||Shows a transcripts overlay with the conversation that the customer had with the bot before escalating to the CSR.|
|4||The Context option shows the customer metadata, which the CSR can view to understand the customer's intent in contacting the contact center.|
|5||The Actions menu consists of the following