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Chapter 5 Managing Chat Sessions
The Web Agent opens in Chat mode, as shown in the following illustration:
Type your message here
4 Read the customer's question in the scroll box above the Transcript area. You may need to
scroll to see the customer's entire question.
5 Consider whether any of the Global Resources or Agent Resources are appropriate to send to
the customer.
For information on viewing resources, see
information on adding resources to a chat, see
page
6 Put your cursor in the Text Entry area and type a message in response to your customer's
question.
126 Avaya Agent User's Guide
133.
Customer's
question
"Viewing Your Resources," on page
"Using Resources in a Chat Session," on
161. For
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