You can configure and manage outcomes that need to be assigned to a chat while closing it on the Chat Outcomes screen. The agent will be prompted to assign an outcome to a chat while closing.
You can perform following actions on the Chat Outcomes screen:
- Add a Chat Outcome
- Disable a Chat Outcome
- Enable/Disable Chat Outcome Feature
To configure a chat outcome, follow these steps:
- Enter the required outcome in the text field under Active section.
- Click Add Outcome.
A confirmation message appears on the screen.
The newly configured chat outcome is added to the active list of chat outcomes.
To disable a chat outcome, click Disable icon adjacent to the phrase in the Active section (to move the outcome phrase to the Disabled section).
To Activate a Chat Outcome, click Add icon adjacent to the phrase in the "Disabled" section (to move the outcome phrase to the Active section).
You can enable the ON/OFF Chat Outcome toggle available on the screen's top-right corner of the Chat Outcomes screen based on the team's requirement to view the chat outcomes on the Log out screen.
When the on/off chat outcome setting is enabled for a team, the chat outcomes are displayed in the Select Reason drop-down list while closing the chat. Agents can select one of the configured reasons while closing the chat.
Updated over 1 year ago