Ending a Chat

Note: The customer may leave the chat before you do. In that scenario, you must still disposition the chat so that you complete it fully.

To end a chat with a customer, follow these steps:

  1. Click END CHAT. You see a list of disposition codes.
  2. Select a disposition code (in other words, select the reason for ending the chat).
  3. Click END CHAT.

Transcripts

At the end of a chat, customers can download the chat transcript in PDF format or request a copy to be sent by email.

Agents can view the transcript within Syntelate XA, by looking at the interaction record’s history. See Interaction Search to find out more.

Good to Know

Note: For SMS and social media chats, if the customer sends a further message after you’ve ended the chat, then the chat will pop again in Syntelate XA — either to you or another agent.

Bear this in mind: you may sometimes be passed a chat that already has a history of messages between the customer and another agent.