Hold Chat

When an agent works with more than one user, he may need to put one user on hold. He can put one user on hold by clicking on the "Hold" icon in the agent chat dashboard. When an agent holds and resumes the chat, the hold and resume messages are displayed to the agent and the user as shown in the below image:

Figure 53 – Hold Chat

• Admins can enable or disable the Hold chat.
• This would be reflected in the agent chat dashboard and BigFix AEX chat window.
• The admin can configure or update the messages.
• Once the admin enables the hold button, only agents can see the hold option in the chat dashboard.
• Once the agent clicks on the hold icon, a hold message is displayed.
• Once the agent resumes the chat, the resume message is displayed.
• The admin can set the prompt time for the hold conversation.
• Once the hold conversation time is breached, the long hold message is displayed.