During this video, we will walk through various
features available to agents while chatting
with a customer.
After a customer initiates
a conversation an agent will either get a
notification of a chat request and choose
to accept, or if the org has configured the
chat widget to be a pick type then agents
can choose from open conversations. 
After accepting the chat, a new conversation will
launch to the right of the active conversation
and all the customer information is auto-populated
in this conversation because it was an authenticated
chat request. What this means is that the
user was signed in and has an existing user
profile with the company, so the system is
able to automatically link the customer's
account to this conversation. If it had not
been authenticated customer the agent would have had
to search for the customer in order to link
the chat to the customer or create a new customer
to link the conversation to. From this conversation
page the agent is able to see answers to pre-chat
survey questions, cases, and recent activities
associated with that customer's profile. 
During the conversation with customers agents are able to use quick replies to respond to users
more rapidly and increase their efficiency
with common responses they might give throughout
the day. Agents can open the quick replies
by entering "/q" into the chat and then search
the list for the response would like to send. There are a number of these provided out of the box and
in addition to that admins are able to customize,
and create new ones they see fit for their business. 
There are multiple ways in which
an agent can link a conversation to a case,
the most common approach is to search for
a specific case from the search issues tile.
Once the agent has selected the case, it will
automatically link the conversation to that
case. You are also able to link cases through
creating a new case or attaching it through
an existing or opened case.
Another important feature within the conversation is the ability
for agents to quickly search for articles
that might be useful in addressing the customers
issue while continuing to work with the customer.
By entering "/kb" into the conversation It launches
the knowledge search tab and here agents can
search content that is available and see if
there is something useful that might help
them as they try to resolve the customers issue.
If agents find something they believe
the customer could use themselves then there
is also the ability to send a link of the
articles they find directly to the customers.
There are times a conversation may be sent
to an agent that does not have the full background
knowledge on the topic in question, so an
agent might want to consult silently with another agent
while still engaging with that customer in the chat conversations.
Agents can initiate a consult by entering "/c into
the conversation, if there are other agents
available to consult with they would appear
in this view. Agents can then choose from
the list and consult with the agent they've
selected if the other agent accepts.
In addition to consulting with other agents you are 
able to transfer the conversation to another agent or queue. The primary agent can enter
"/t" to bring up the options available for transferring
the conversation. Just as with the consult
options, under the agent pivot agents are
able to choose from a list of agents who are
configured on the same workstream and queue
as the primary agent.
 In addition to agents you are able to change the pivot to queue and select from any of the available queues
to transfer the conversation to. If you choose
to transfer to a queue then the conversation
will be routed to another agent in that queue.
If another agent accepts the transfer request
then the sending agent will not be in consult
mode, while the accepting agent becomes the
primary agent on the conversation and can
see all the previous conversation. 
The internal and public chat capability is also used in consult and allows agents to communicate directly
with the customer using the public message
system or privately with the
consulting agent using "internal" messaging system.
After the chat has ended agents are
able to see work they have completed on the
Omni-channel Agent Dashboard. Here you are
able to see the work that been previously
worked on, is actively being worked on, and
conversations that have been closed.
Each of these tiles show the state of the conversations
listed. A wrap up state is when the customer
or agent ends the chat. A closed state is
when the agent has entered all notes, updated
customer information and has left the chat entirely.
Manage multiple customer conversations
simultaneously, maintaining full customer
context and history across channels and over time.
