Avaya Interaction Center 6.0, User Manual, Page: 127 / 220

Handling a Basic Chat Session
Issue 1.0 June 2002 127
7 When you are ready to send your message to the customer, click either the Say button or the
Enter key, depending on the configuration of Avaya IC on your desktop.
Note: If the Spell check before a “Say” preference has been selected (see “Chat
Preferences,” on page 170 ), any text you enter in the Text Entry area is spell-checked
after you click the Say button. If this option is not selected, you can click the Spell
Check button or select Contact > Spell Check at any time to check a message. For
more information on the Spell Checker, see
“Spell Checking Your Messages,” on
page 135 .
Your customer sees the message you just sent in their Customer Chat Applet. In the Web Agent,
your message is moved to the Transcript area, beginning with your login ID followed by a
colon (for example: Mary:). Your Web Agent may look like the following illustration:
When your customer replies, you see their message under yours in the Transcript area,
preceded by the customer’s user name.
8 Continue your conversation with the customer. Read the customer’s messages, and type and
send your responses.
9
Use any of the following buttons to access other features while you are in the chat session:
w
Print – Prints a paper copy of the text that is in the Information Bar, Text Entry, and
Transcript areas at the current time.
Message agent sent
Message agent is about to send