How do I use chat queues?
Use the chat feature in your agent dashboard to communicate with customers using SMS text (only available in the U.S. and Canada) or Webchat (English only) from your company website(s). Available for Core and Complete customers.
Before you begin: You must be
set up as a user and be assigned the
agent role.
- Sign in to our GoTo desktop/web app.
- From , select Ready for Calls.
- From
Conversations, you will see a list of all assigned and unassigned chats. Choose what you want to do:
Choose: How to: Assign a chat Choose an active chat to engage. Send a message to the contact to assign it to yourself. Note: Chats may be automatically assigned to you if your supervisor has enabled automatic agent assignment for a specific chat queue.Send an attachment Select the paperclip icon to send an MMS file. Tip: MMS files include images, videos, pdfs, etc. You can send up to 5 files in a single message with a maximum size of 2MB per file.Add/edit a contact Select the pencil icon next to the contact or phone number to add or make changes to their information. Note: (Webchats only) If the pre-message information request feature has been enabled in the Webchat widget, contact information will be automatically populated and shown here.Switch from chat to call (SMS chats only)
Select the phone icon on the top right to switch from chat to call. Switch from chat to meeting (SMS chats only)
Select the video icon on the top right to switch from chat to meeting. Then select a meeting room, choose Copy invite Link or Copy meeting ID, and send to contact. View conversation history Select the history icon on the top right to view all previously resolved conversations with this contact. Add a tag Select + Add tag to select an existing tag or create a new tag to an active conversation or a resolved conversation (in conversation history). Unassign a chat Select the more icon (three dots) on the top right to unassign a chat from yourself. Close out a chat Choose an active chat to resolve. Select Resolve to close out an assigned chat.