##### USING Basic GENESYS DESKTOP Functions > handling Chat sessions

# Handling a Chat Session

If your contact center has chat capabilities, and if you are logged on to a chat extension, Genesys Desktop can route a chat request to your desktop.

Here is an example of how to conduct a chat session:

1. When a contact requests a chat session (by clicking the appropriate button on your company's web site) a yellow chat icon (shown below) flashes on the Batch Navigation pane.

2. Click the icon to open the Chat Session interface.

3. Initiate the interaction by typing an introductory message in the text box below the chat interaction box, or by using the Standard Responses database, and then clicking Send or pressing Enter. The introductory message appears on the contact's screen, preceded by your name.

4. The contact sends a reply, which appears on your desktop, below your introductory message.

5. You can continue the interaction in any of the following ways:

- Respond directly to the contact's questions.

- Respond by using the Standard Responses.

- Make a conference with other agents and supervisors.

- Transfer the chat session to another queue, agent, or supervisor. For details, see Using Transfer for Outgoing E-Mail and Chat.

- Push one or more URLs to contacts by pasting or typing them into the message box then check the Push web page box. The URL(s) open automatically in browser windows on the contact's desktop.

- Transition to voice (call the contact) by clicking Make Call on the Contact tab. Select a number from the drop-down window that is displayed.

- Call a phone number that is contained in the message or transcript area by clicking the icon that is displayed beside the phone number.

6. To end the interaction, click End.

- Click the Notepad tab and enter comments if required.

- Selecting Send chat transcript to customer sends the contact an e-mail that includes the content of the entire chat session.

7. When you are finished:

- If your system is not configured for Disposition Codes, click Mark Done.

- If your system is configured for Disposition Codes and you are required to enter one before proceeding:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

3. Click Mark Done.

The Chat Session window closes. The chat transcript is automatically sent to the contact if you selected the Send chat transcript to customer check box. The interaction is entered into the Contact History.

Note: If your contact center has configured a workflow strategy, you must place your interaction in a queue.

## Placing Your Chat Interaction in a Queue

After you click Mark Done, a window appears, displaying a list of routing queues.

- Select a queue according to your company's requirements, and then click OK. Your chat is placed in the selected queue.

- If you click Stop, the interaction stops processing and is removed from the system workflow.

- If you click Cancel, you return to the previous window. There you can select or clear the Send chat transcript to customer check box, or edit the Notepad or the attached data. You must click Mark Done again in order to proceed.