When a new customer/users logs in to request assistance, that user's name will be shown in the "Call Queue". An audio notification will also occur. To begin assisting that user, simply double-click on that user's name in the "Call Queue". A tabbed-session window will then appear below in the tabbed-pane titled "Chat" and the user's information taken out of the "Call Queue". An example of the "Call Queue" and "Chat" tabs are shown below. You may now enter text messages to begin your conversation in the input text box to the left of the "Send" button. Your customers will be able to reply to your messages. This session will also be logged for future reference and accessible to the RaiderCSS account owner. And if enabled both you and your customer.
If you would like to push content to your customer, such as a canned message or url, you may select an item from the menus labeled "Push Canned Message" and "Push Canned URL." These items have been pre-approved and selected to be available to you by your site-administrator (account-holder). Upon selecting an item from one of the menus, an action will occur: "Canned Messages" are immediately sent to the customer, "Canned URLs" are immediately "pushed" onto the customer thereby launching a web browser and opening the corresponding page.
You may also transfer calls (if enabled) to other more appropriate departments. Simply select the "Transfer Call" menu from the menu bar in the "Chat" tab-pane and select a department from the list. If no departments appear in the list then you may be the only department available. Transfers will take place immediately following your selection of the new department.
When you are done with the session, simply click on the "Close Chat" button in the upper right hand corner of the "Chat" tab (as seen in the screen shot above). If instead, you wish to place the user back into the Operator's Applet "Call Queue" so that he/she can be assisted later or by another Operator, click on the "Return to Queue" button located to the left of the "Cloas Chat" button (as seen in the screen shot above).
