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

# Chat session Window Interface

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

- Click the icon to open the Chat Session window.

## Chat Interaction Pane

The chat interaction pane contains the following elements:

#### Contact Name

The name entered by the contact on your company's chat 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 chat interaction. If the contact is typing, a noticed is displayed in the participant list and a keyboard icon in the chat transcript to inform you that the contact is in the process of typing a message to you.

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.

#### Chat Interaction Box

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

#### Chat Message Box

The text box where you enter and preview messages that you type prior to clicking Send to send the message to the other participants.

## Chat Icon Color Sequence

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

Waiting Cycle | Icon Progression
Agent |
| The icon is gray at first. It begins turning green as the agent sends a message.
| 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 a chat session on the Chat 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 chat 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 a chat session to another agent or queue. For details, see Using Transfer for Outgoing E-Mail and Chat.
End | Closes the chat 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 chat session. Genesys Desktop then adds the chat session to the Contact History.
Push web page | Check to push URLs from the message area to the contact when you click the Send button. The corresponding web page is opened automatically on the computer of the contact. This check box is enabled only when one or more URLs are present in the message area. You can type or paste the URL into the message area.
Place a voice call | Enables you to call a phone number that is displayed in the transcript area. 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.
Send | Sends the message that you typed to your contact. You can also press the Enter key.
Send transcript | Select this check box to send your contact an e-mail that includes the content of the entire chat interaction.
Notepad | Enables you to enter comments about the current interaction and store them in the Contact History. The text does not appear in the chat message. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.
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 might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might 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 between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.

- The Resources pane 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.

- The Co-Browser pane enables you to browse through your company's website with a customer.