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Handle a routed chat

Use this workflow when CXP routes a live chat conversation to you.

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Prerequisites

  • Your role can receive routed work.
  • You are a member of the team that handles the routed category or fallback queue.
  • Your agent state is Ready.

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Accept the offer

  1. Keep CXP open while you are Ready.
  2. Review the incoming chat assignment when it appears.
  3. Select Accept to take ownership.
  4. Wait for CXP to open the conversation tab.
If you select Decline, the conversation returns to routing based on tenant rules. The live-conversation center in the global top bar shows your current chat load against your configured chat capacity. The indicator is yellow when one slot remains and red when you are at or above capacity. If voice becomes part of the same route, the pending offer can update to Chat + voice without creating a second offer. Accepting that combined offer assigns both contributing interactions, opens one conversation tab, selects Chat for your reply, and starts the browser voice connection. A multimodal widget handoff can still be routed as Chat while an active widget voice session appears in the same conversation. Accepting that Chat offer does not join voice. Use Join Call in the Realtime media panel if you also want to enter the voice session. If the AI Assistant completes the handoff outside configured business hours, there is no new live offer to accept. CXP removes any existing live route and assigns the chat to the follow-up team while preserving chat as the active conversation channel.

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Review context

Before replying, scan:
  • Conversation subject and summary
  • Contact and organization context
  • Category, priority, and assignment
  • Timeline messages
  • Agent Assist guidance, when available

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Reply to the customer

  1. In the conversation composer, confirm Public reply and Chat are selected. Chat is available only while the chat interaction is active.
  2. To share a file, select Attach. To share an image, you can also paste or drop it into the composer.
  3. Wait for every attachment to finish uploading. Remove any failed or unwanted attachment before sending.
  4. Send a public reply after reviewing customer context. You can send an attachment without additional text.
  5. Confirm that images appear inline and other files appear as filename links in the customer widget. In the CXP transcript, confirm that images and files use the same compact attachment tiles used for email, and that selecting an image tile opens its expanded preview and download controls. Customer attachment URLs remain available for 24 hours after sending.
  6. Add an internal note if another agent needs handoff context.
  7. Update priority, tags, category, or assignment when the conversation state has changed.

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Finish the live interaction

Use Pending when you are waiting on the customer or another party. Use Resolved when the issue appears solved. Use Closed when your tenant process says the conversation is final. Pending removes the conversation from live routing immediately but keeps the web chat connected during your tenant’s configured chat idle period. A successfully received customer message, form, or attachment cancels that Pending timer. If the timer expires while the conversation is still Pending, CXP ends every active web chat in that conversation and disconnects its widget sessions. Reconnecting by itself does not reopen Pending or Resolved and does not cancel the idle timer. New customer input reopens Pending to Open. Resolved and Closed end active web chats immediately; when a customer starts another chat after resolution, CXP resets the ended widget session and applies the tenant’s normal conversation-resolution rules. Closed conversations do not reopen through customer return. While the conversation is Pending or Resolved, the composer remains available for Internal notes but disables Public reply. Closed conversations do not show the composer. The exact routing behavior after decline, timeout, transfer, or cascade depends on tenant configuration. If this chat ends and the customer starts another chat in the same non-closed conversation, the new interaction starts AI-first. A previous agent assignment or handoff does not silently reconnect that agent to the new chat.