User Guide

Conducting Chat Sessions 93
To complete a chat:
1. In the Chat pane toolbar, click the Complete button. When you complete a chat the customer is shown the
exit template and a list of URLs sent to him, if any.
If the wrap-up activity action is assigned to you, the activity will not get completed when you click the
Complete button. The activity goes into wrap-up mode and your mode changes to wrap-up.
2. After completing wrap-up tasks, click the End Wrap-up button to complete the activity. When you end
wrap-up, your mode is set to available and the next activity is assigned to you.
Click the Complete button
Leaving Chats
 After servicing the customer you can either leave the chat or complete it. When you click the Leave button,
the activity is removed from your chat inbox but it gets completed only when the customer closes the chat
session.
To leave a chat:
 Click the Leave button in the Chat pane toolbar. When you leave the chat a message is shown to the
customer that the agent has left the chat.
Important: The Leave button is available only if the Leave Chat Activity action is assigned
to you. This action is not assigned by default to users who are assigned the Agent role.