There are two ways for the agents to see incoming chats. The overview mode and the detailed mode.
In the overview mode incoming chats are displayed next to each other. By typing shortkeys (e.g. #costs) in the text box, canned responses are displayed above the text box.
The detailed mode in the agent interface shows your incoming chats on the left side. This mode highlights the selected chat in the center of the screen. On the right side canned responses and Cobrowsing are displayed. The canned responses include a search functionality that allows you to look for questions and/or answers in specific FAQ’s.
Switch between overview mode and detailed mode
You switch to the other mode by clicking on the three dots in the top right hand corner of the chat conversation. Then you select ‘show details’ (to switch to the detailed mode), or you select ‘go back to list’ (to switch to the overview mode).