The chat option is provided to the End Users to chat directly with Agents who are available. The chat session can be converted to a ticket in NSP by the Agent and all the text from the chat are added as a description into that ticket. The chat session can also be sent as an email or be added as a comment to an existing ticket.
To initiate chat, End User clicks Click here to initiate chat link provided on the page. NSP checks for online Agents available. One of these messages is displayed:
•No agent is online please try after sometime.
•Welcome, One of our agents will connect to you shortly.
Chat request is send to all online agents stating that End User wants to chat.
As soon as Agent accepts the chat request, the chat gets opened and welcome message is displayed.
When the conversation is finished you click close button
(
) of the chat window, the system asks for
confirmation whether you really want to quit the chat session or not. If you
click OK button then a popup gets displayed asking
if you want to email chat conversation. The popup also shows your registered
email address to which the conversation will be sent. You can change it if you
want to send email conversion to other address. Click Email Conversation button to sends an email containing
the chat history.