##### USING Basic GENESYS DESKTOP Functions > handling Instant Message sessions

# Instant Message session Window Interface

When a instant message session interaction is directed to your Genesys Desktop, a yellow instant message icon (shown below) flashes on the Batch Navigation pane.

- Click the icon to open the Instant Message Session window.

## Instant Message Interaction Pane

The instant message interaction pane contains the following elements:

#### Contact Name

The name entered by the contact on your company's instant message interface appears at the top of the interaction pane, above the Participant's List.

#### Participant List

The Participant List displays your ID and the name of the contact above the text box containing the instant message interaction.

To display the type of the participant, place your mouse pointer over the name of the participant. Types include:

- Agent

- Customer

- Other agent (when you are in a conference)

- Supervisor (when you are in a silent monitoring or whisper coaching session).

#### Timer

The timer beside the Participant List enables you to keep track of how long the instant message has been active.

#### Interaction Box

The instant message interaction box contains the text of the instant message interaction. It includes the date, time, and content of each message between you and the other participants.

#### Message Box

The text box where you enter and preview your messages prior to clicking Send to send the message to the other participants. The maximum length of a message is configured by your supervisor or system administrator.

## Instant Message Icon Color Sequence

The following table describes the color sequences of the Instant Message icon on the Batch Navigation pane:

Waiting Cycle | Icon Progression
Agent |
| The icon is gray at first. It begins turning green as you send a message.
| Partly green indicates that you are waiting for the contact's message.
| Completely green indicates that you have been waiting for a contact's response for a defined time interval (for example, 20 seconds). The icon stays green until the contact sends a response.
Contact |
| The icon becomes gray. This indicates that the contact has responded. The contact is now waiting for you to reply.
| Yellow indicates that the contact is waiting for your message.
| Red indicates that the contact has been waiting for your response for a defined time interval (for example, 25 seconds).

Note: Your system administrator configured the wait interval for both the agent and the contact. This interval specifies the number of seconds that must elapse before the wait icons progress to the next level.

## Action Keys and Buttons

The following table defines the functions that are available for an instant message session on the Instant Message pane.

Action | Function
Spelling | Enables you to check the spelling of the text by using an interactive Spelling Checker. Genesys Desktop creates a single dictionary for each agent. Any additions or changes that you make affect only your personal dictionary. If you are working at a different workstation, you can still access your personal dictionary, provided that you are logged in under your unique user name and password. Changes that you make to the Spelling Checker options take effect immediately, and they remain in effect until you modify them. See also Using Spelling Checker.
Conference | Enables you to make a instant message conference interaction with the contact and one or more other agents. Click to select the other agent(s). For details, see Using Conference.
Transfer | Enables you to transfer an instant message session to another agent or queue. For details, see Using Transfer for Outgoing E-Mail, Chat, Instant Message, and Open Media.
End | Closes the instant message session. This button then changes to the Mark Done button.
Mark Done | Name appears after you click End button. Click to close the window at the end of the instant message session. Genesys Desktop then adds the instant message session to the Contact History.
Send | Sends the message that you typed to your contact. You can also press the Enter key.
Place a voice call | Enables you to call a phone number that is displayed in the message window. If the contact enters a phone number, the number becomes a link that you can click on to call that number. Hover your mouse pointer over the link to display the Click to dial pointer. Your system administrator configures what constitutes a valid phone number; ask your administrator for information.
Attached Data | Provides information about an interaction such as an account number or type of service. See Attached Data.
Custom Data | Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.
Disposition Code | Disposition Code Contains a checklist of options that you can click to specify the outcome of the interaction. Your system may be configured so that you cannot click Mark Done until you have selected a disposition code. Your system may be configured so that this tab is not displayed.

## Calling or E-mailing the Contact

If you want to call or e-mail the contact during a chat session, use the Make Call or New E-mail buttons in the Contact tab.

## Common Interaction Panes

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions.

- Toggle among these sub-panes by clicking the appropriate button.

The Responses pane (shown above in graphic) enables you to access the Standard Responses database, which contains pre-written responses that you can use during an interaction. You can customize a response to fit the current interaction.