Avaya Interaction Center 6.0, User Manual, Page: 134 / 220

Chapter 5 Managing Chat Sessions
134 Avaya Agent User’s Guide
3 If you only want to view the contents of a resource, do one of the following:
w Select the resource and click the Preview Contents check box. A scroll box opens,
displaying the resource contents.
w
Right-click the resource and select View Resource from the pop-up menu.
4 If you want to send a text resource or the text of an email resource immediately, just as it is,
right-click the resource and select Say.
Tip: You may also be able to send a resource directly to the customer by double-
clicking it, depending on the way Avaya IC has been configured at your contact
center. If double-clicking sends a resource to the customer, be careful not to double-
click before you are ready.
The text is sent to the customer and is also displayed in the Transcript area, preceded by your
login ID within brackets and a colon. For example, if your login ID is JackS and you send the
message “Hello” to your customer, the Transcript area displays the following:
<JackS>: Hello.
5 If you want a URL resource to open in the customer’s browser, click the resource and select
Push.
The Web page at that URL automatically opens in the customer’s browser. The URL is
displayed in the Transcript area of the Web Agent, preceded by your name, as described in
Step 4.
Tip: You can also type a URL directly in the Text Entry area and click Push URL to
have the customer’s browser open to a Web page.
6 If you want to modify a resource in the Text Entry area or add a message to the customer or
before sending the resource to the customer, do the following:
a Right-click the resource and select Insert or Insert Quoted.
Tip: By default, Insert Quoted adds an angle bracket (>) to indicate to your customer
that the text is different from text you write to the customer directly. If you want, you
can change the character that is used. See
“Chat Preferences,” on page 170 .
b “Setting Preferences,” on page 165 Modify the text and add any new text you want to send
your customer in the Text Entry area.
c When the text in the Text Entry area is as you want it, click Say to send it to your customer.