Contents
Index

Chats and the Current Interaction view

The Current Interaction view displays a Chat conversation. You can use the Current Interaction view to review the conversation and send text to the other chat participants.

Tip: You can display the Current Interaction view in a side by side arrangement with My Interactions. The currently selected interaction appears in this view.

1	Chat Members	This section displays the names of the other chat participants.
2	Conversation	The conversation area displays the pre-configured automatic messages that CIC sends when the chat begins, plus all the chat messages from all the participants. Your replies have a gray background. An icon with a headset indicates a PureConnect user. Icons without headsets indicate customers or other external chat participants.
3	Quote	To reply to a specific message in the chat conversation, point to the message and click the quotation marks icon. Type a reply and click the Send icon. The quoted message and your reply appear together in the conversation. Tip: To remove the quote from your reply, click the X on the right side of the quote before clicking Send.
4	Typing indicator	This indicates which other chat participant is typing a reply.
5	Composition area	Compose your reply to an ongoing chat, then click Send or press Enter. You can: Type a response. Copy and paste text to or from a Windows application. Include a quote from an earlier message in your reply. Use multimedia in your replies. Insert an https link to a video, an audio file, or an image. Interaction Connect embeds a video or audio file player or displays the image in your view of the chat. Note: The links are transmitted to chat participants. Visitors using the Interaction Web Tools chat or chat widget on your company website can click the link and open it in a separate browser tab. Example: An embedded video player appears in the Current Interaction view for supported formats like YouTube, Vimeo, and Imgur.
6	Emojis	To insert a selected emoji in your reply, click the icon.

Message Indicator and link

Message Indicator

When both the Current Interaction and My Interaction view are not visible at the same time, a message indicator appears on the view tab to alert you that a chat conversation requires attention.

Link to Chat

To display the Current Interaction view for the selected chat, click the chat message in the Details column.

Note: New chat messages appear as bold text in the Details column.