​

Handle a routed chat

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

​

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.

​

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.

​

Review context

Before replying, scan:

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

​

Reply to the customer

1. Use the conversation composer for the active chat.
2. Send a public reply only after reviewing customer context.
3. Add an internal note if another agent needs handoff context.
4. Update priority, tags, category, or assignment when the conversation state has changed.

​

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. The exact routing behavior after decline, timeout, transfer, or cascade depends on tenant configuration.