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Web communications
102 NN44400-114 Contact Center Agent Desktop 2 December 2010
Sending a chat message
Send a chat message to communicate privately with a customer in real time over
the Internet.
Procedure steps
Step Action
1 In the Chat box, type the text of your comments to the customer.
2 Click the Send the Message icon.
Your name or agent label appears in the Conversation frame, followed by your
comments.
--End--
Adding an auto-phrase to a chat message
Add an automatic phrase to a chat message when you want to select a
commonly used phrase from a configured list.
Procedure steps
Step Action
1 In the Chat box, select the Add the selected auto-phrase icon.
2 Select the auto-phrase to use from the list.
The automatic phrase is added to the Chat box. When the chat message is
completed and saved, the automatic phrase is added to the Conversation
frame and the Text Chat log.
--End--
Pushing a Web page to a customer
Push a Web page to a customer’s browser if you decide that a Web page can
assist with the contact. Use the Page Push feature to push a Web page. The
customer can also push a Web page to your browser.
Page Push has the following limitations:
• Some Web pages do not appear the same when pushed to the other
person’s browser. For example, with Web pages that can be personalized to
display weather or news, each person sees their own version of the page.