Assigning A Chat

Click the icon on the lower left-hand side of your Freshdesk Interface or select the minimized chat window if opened.

 Select the green widget tab to open Chat View:

View Categories:

• All Open and Unassigned – These are ideally active chats with a user waiting to be assigned to an agent.
• My Open Conversations – Any open, active conversations that have been assigned to you specifically
• All open and assigned conversations – Show any assigned conversations you and other agents are taking
• All resolved conversations - Closed/Resolved
• Bot conversations - Show the start of an incoming chat/ticket inquiry as the customer has to provide information before going into All Open and Unassigned

Go to All Opened and Unassigned:

Select chat from list/queue.

Type greeting message and hit “Send” at lower right-hand corner of chat or select the  icon to assign the chat to yourself.

Happy chatting!

 Please pay special attention to the “SLA Policy” at the start of a chat. “SLA Policy breached” message will come up if the incoming chat has been waiting for longer than a minute. We’re trying to keep this to 2 minutes and under.