Handle Chats in CXone Agent Embedded

You can handle chats in CXone Agent Embedded if your administrator has enabled them for you. Any chats assigned to you appear in the interactions menu, marked by the chat icon: a speech bubble..

Answer Inbound Chats

  1. Launch CXone Agent Embedded and sign in.

  2. Select the inbound chat (icon of a text bubble) from the interactions menu.
  3. If Reject and Accept appear, click Accept.
  4. Read the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. chat message.
  5. Draft your response in the response field. You can Attach files Icon of a paper clip. or insert an Emoji Icon of a smiley face.. You can copy and paste images to include them as attachments.
  6. Click Send Message or press Enter on your keyboard.

Transfer Chats

You can transfer chats to other agents. If you don't know who to transfer the chat to, you can transfer it to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge or team. The chat is then assigned to an agent with that skill or team.

  1. Select the chat you want to transfer from the interactions menu.
  2. Click Options icon of three vertical dots. > Consult / Transfer icon of a person with a plus sign..
  3. In the Directory, search for the agent, skill, or team you want to transfer the chat to. You can use the drop-down below the search bar to switch between directories.
  4. Hover over the agent, skill, or team in the search results and click Transfer icon with two arrows, one pointing right and one pointing left..

Send Chat Transcripts to Contacts

You can send the full transcript of a chat interaction to the contact's email address. Transcripts can only be sent to one email address at a time. Only text and inline images will be included in the transcript. Attachments, hyperlinks, notes, and tags will not be included.

  1. Click Options icon of three dots stacked vertically. at the top right of the open email.

  2. Select Send Transcript.

  3. In the pop-up that appears, enter the contact's email address.

  4. Click Send.

Use Quick Responses

Quick responses are pre-written replies you can select and send to contacts. Some quick responses have custom fields where you can enter values, such as the contact's name.

  1. Open an interaction in CXone Agent Embedded.
  2. Click Quick Responses icon, a lightning bolt. in the top menu.
  3. Select the quick response you want to use:
    • From the list of quick responses that appears under the View All tab.
    • By searching for a specific quick response using the Search bar.
    • From the Favorites tab.
  4. You can click Favorite icon, a star. to the right of the quick response name to have it appear on the Favorites tab.
  5. In the quick response form, fill in any custom fields, and click Insert. The quick response appears in the response field for the interaction
  6. Edit the quick response if necessary, then click Send Message.

Add Notes and Tags

You can add notes and tags to individual messages in chats. Contacts cannot see notes and tags, but other people in your organization can.

Add a Note

You can add a note to a message to:

  • Record information about the contact. If the interaction is transferred to another agent, your note can help them handle the interaction.

  • Give your supervisor, manager, or coach context about a response you sent.

  1. Click Add Notes Icon of a clipboard. under the response field.

  2. In the yellow Note box that appears, enter your note.

  3. Click Save.

Add a Tag

You can add a tag to a message to:

  • Help you find that message later.

  • Categorize the message.

  1. Click Add Tags Icon of a thick arrow with a plus sign inside. next to the contact's name in the message.

  2. Click + Add New.

  3. Select a tag from the drop-down list, or create a new tag by entering a name.

View Response Timers

If your CXone Agent Embedded administrator has enabled them, response timers for chats display in the interactions menu. There are two types of response timers:

  • Agent Timer: Indicates how long the contact has been waiting on you to respond. When fifty percent of your allotted time is left, the alert icon of an exclamation point inside a yellow triangle. appears in yellow. When the timer reaches 0:00, the alert icon of an exclamation point inside a red triangle. appears in red.

  • Customer Timer: Indicates how long you've been waiting for the contact to respond.

    When fifty percent of the contact's allotted time is left, the alert icon of an exclamation point inside a yellow triangle. appears in yellow. You can give the contact more time to respond by clicking +Time, if your administrator has enabled this for you. When the timer runs out, the interaction is removed from your inbox. If the contact responds after this, the interaction is re-assigned to an agent.

Use the Customer Card

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. To view a customer card, open an interaction and click Customer Card icon: a person next to a document. in the top menu. Expand each section to access information about the contact:

There may be more than one customer card for a contact. You can merge customer cards by clicking Merge icon: two lines merging into one arrow..

Translate Chats

If the contact speaks a different language, CXone Agent Embedded can translate their messages into your language in real time. It displays both the contact's original message and the translation. It can also translate your messages into the contact's language. The contact does not see your original message, but is informed that your message is translated.

Your administrator must enable this for you.

  1. Click Options icon of three dots stacked vertically. at the top right of the open interaction.

  2. Select Translate Messages.

  3. In the Customer Language drop-down, select the contact's language. Select your language in the My Language drop-down.

  4. To translate the contact's messages into your language, select Translate Customer Messages.

  5. To translate your messages into the contact's language, select Translate My Replies.

  6. Click Apply. A notification appears above the response field, letting you know messages are being translated.

Assign Statuses to Chats

You can assign a statusClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to an interaction in the Outcomes window. Statuses indicate the result of the interaction. For example, if you answered a contact's question, you could select Resolved. You may need to assign a status to an interaction before you can close it.

  1. Open an interaction. Click Options icon of three dots stacked vertically. > Outcome icon, of a check mark inside a circle..
  2. Select a Status from the drop-down.
  3. If the Disposition field appears, select a disposition. These options depend on the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the interaction.
  4. You can enter Notes about the interaction. You can also add Tags to help you find the interaction later.
  5. Click Save.

A green check mark will appear next to interactions marked with a status of Resolved.

Close Chats

If an interaction is marked as Resolved or Closed, it will close after a certain amount of time. Your CXone Agent Embedded administrator configures this amount of time. You can also manually close an interaction by following these steps:

  1. Assign the interaction a status of Resolved or Closed.

  2. Click Options icon of three dots stacked vertically. at the top right of the open interaction.

  3. Select Unassign & Dismiss. The interaction is then closed and removed from your interactions menu.