Click play to watch a video on handling a webchat.
On completion of each webchat (during the wrapup time) or during the webchat itself, you can classify the outcome of the webchat, for example, a billing query.
Classify a webchat #
To classify a webchat, in the Active Item dialog, select an appropriate classification from the dropdown list.
| Note: An Enter Free Text box may also be displayed (depending on how your system has been set up by your company administrator). In this text box, you can enter information about the outcome of the webchat. Up to 100 alphanumeric characters can be entered. |
Once you have responded to the webchat, the classification and any additional text are displayed in the customer’s Contact History.
Related reference
Active Item (webchat)