Chat

Chat sessions are online, real-time, typed conversations between agents or between an agent and a customer browsing your company's website. Customer Interaction Center can send external chats, just like telephone calls, to CIC client agents. The program can route, transfer, and report on external chats. If an agent is not available for a chat, visitors can leave a message. Genesys Predictive Engagement chats enable agents to display journey map information in the Predictive Engagement view.

	Get Started	Supported Web Browsers for Chat How a Chat Session Works Working with Chat Sessions in Interaction Connect	Working with Chat Sessions in Interaction Desktop
	Release Notes	Release Notes Web app Release Notes
	Documentation	IWeb Technical Reference
	Administrator	Administering Chat Web Chat Configuration in Interaction Administrator Troubleshooting Chat Issues	Enable Chat Transcripts How Chats are Routed with Oracle Service Cloud Frequently Asked Questions about Chat
	Supervisor Features	User Call Detail Report Help Chats in CallDetailRecord log Interaction Supervisor Statistics (including Chat)	Monitor Chats from Interaction Connect Monitor Chats from Interaction Desktop Supervisor Caller ID Summary Report (includes chats)
	Agent Features	Manage Chat Sessions in Interaction Connect Manage Chat Sessions in Interaction Desktop Work with Chats in PureConnect for Salesforce	Configure Chat Options in Interaction Desktop Interaction Connect and Genesys Predictive Engagement
	Developer Resources	Interaction Web Tools Developers Guide Web Interaction Tools ICWS Messaging APIs	IceLib APIs related to Chat
	Related Documentation	Interaction Web Tools Technical Reference PureConnect Integration with Genesys Predictive Engagement Technical Reference
	Additional Resources	Managing Chat Interactions video PureConnect Community Customer Care KB articles