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

# Handling an Instant Message Session

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

Here is an example of how to conduct a instant message session:

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

2. Click the icon to open the Instant Message Session interface.

3. Initiate the interaction by typing an introductory message in the text box below the instant message 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 instant message session to another agent or supervisor. For details, see Using Transfer for Incoming and Outgoing Phone Calls and Instant Messaging.

- 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 area by clicking the icon that is displayed beside the phone number.

6. To end the interaction, click End.

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.