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Manage a Chat Session

CIC client users can participate in intercom chats or web chats. Chat sessions can include two or more users. You can use the toolbar or menus in the Chat Window to manage a chat. You can also use the Chat View to manage a chat.

Chat Window Toolbar

The Chat Window toolbar contains buttons for most of the functions for managing a chat session.

Button	Description
	Click Pickup to connect to the current chat session. For more information, see Pickup a Chat Request.
	Click Hold to place the chat session on hold and free you to work with other interactions. When you place a chat session on hold, the CIC client can send you another phone call, email message, or chat session. For more information, see Place a Chat Session On Hold.
	Click Transfer to transfer the chat session to another CIC client user or workgroup. For more information, see Transfer a Chat Session. When you transfer a chat session to another user, CIC includes the existing chat conversation with the transfer, which enables the transfer recipient to review the transcript after joining the chat.
	Click Voice Mail to Send a Chat Session Request to Voice Mail.
	Click Disconnect to disconnect the current chat session. For more information, see Disconnect a Chat Session.
	Click Record to record the current chat session. This recording is saved and sent to you as an email message attachment after you end the chat session. Clicking Record the first time starts the recording session for an interaction. Clicking Record again stops the recording session for an interaction. For more information, see Record a Chat Session.
	Click Snip to make a snippet recording of the current chat session. Interaction Recorder manages these Snippet recordings and stores them in the CIC database. For more information about the differences between Snippet and Ad hoc recordings, see Recording Types. Tip: The Snip button does not appear by default in the Chat window. Your CIC administrator can add this button via a client template. Or, if you have the appropriate rights and license you can add it. For more information see Configure Chat Window.
	Click Pause to pause the recording session. Click it again to resume the recording session. This button is unavailable if the interaction is not in a state in which this action can be performed. For more information, see Record a Chat Session.
	Click Private to prevent other CIC client users from recording this chat session. This button is unavailable if the interaction is not in a state in which this action can be performed. For more information, see Mark a Chat Session as Private. Warning: Use of the Private feature may be subject to your company’s policies and should only be used in accordance with those policies. CIC handler customization can be used to track the use of the Private feature to ensure compliance with such policies.
	If you’re in a workgroup and you need help with a chat session from your workgroup queue, click Assistance to request assistance from your supervisor. For more information, see Request Assistance from Your Supervisor.

Chat Window Menus

The Chat window menus contain options for managing a chat session.

Menu	Options
File	Use File menu options to end your participation in the chat session, send a file, or print the text of a chat session. For more information, see Transfer a File During a Web Chat or Print a Chat Session.
Edit	Copy and paste text from a chat session to the Clipboard or from the Clipboard to the Chat window. For more information, see Copy and Paste Text During a Chat.
View	Control the appearance of the Chat Window. For more information, see Configure Chat Window.
Actions	Use the options on the Actions menu or the corresponding menu shortcuts to perform the actions available on the Chat Window toolbar.
Help	Display help.