When the customer begins a chat (pre-chat survey is submitted), a chat interaction record is recorded in iService and a cookie is recorded on the customer's computer. This cookie allows the chat session to be reopened if the customer closes their browser or loses their internet connection. If the iService web server is unable to contact the customer's browser for 5 minutes, the chat will be resolved and recorded to history. An agent can also end and resolve a chat interaction by clicking the End button.
Agents can interact with more than one website visitor at a time. When the agent has more than one live chat assigned, they will only see one "active" chat window at a time. The other chat windows will be minimized and shown to the left of the active chat window. To switch between chat windows, click on the desired chat summary to the left.
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