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Handle a routed chat

Use this workflow when CXP routes a live chat conversation to you. Messenger, Instagram direct messages, and WhatsApp handoffs use the same Chat workflow. The source label identifies the channel; it does not indicate that the customer is online. Follow the Messenger guide, Instagram guide, or WhatsApp guide for its reply window, files, and delivery limits. Public post comments are assigned directly to human teams and use a separate Comment composer and lifecycle. See Facebook comments and Instagram comments.

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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. One conversation consumes one chat slot even if it has several active Chat interactions. Open the center to see every conversation in your current workload by conversation ID, including work whose workspace tab is closed. Separate Chat and Voice icons show which workload channels are active for each conversation. 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 requires an active interaction you belong to and reply permission. A reply goes to all active Chats you belong to in this conversation.
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. For web chat, confirm that images appear inline and other files appear as filename links in the customer widget. Messenger, Instagram, and WhatsApp use supported native media or labeled download links; native Instagram login uses links for audio, video, and PDF. In the CXP transcript, select an attachment tile to preview or download it. CXP-generated social download links expire 24 hours after creation; retries do not extend them.
6. Add an internal note if another agent needs handoff context.
7. Update priority, tags, category, or assignment when the conversation state has changed.

Messenger, Instagram, and WhatsApp sends must fit within the exact session’s 24-hour window from its latest valid saved customer message. An expired window can leave Chat active while preventing delivery. Check any internal send failure and wait for new customer input. Review partial or unknown outcomes before manually resending, because successful parts can already have reached the customer.

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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. For Messenger, Instagram, and WhatsApp, Resolved also ends the session and its Chat memberships. The agent-left notice targets only the sessions that Resolve ends and still requires their reply windows to be open. Later Close does not repeat the notice. Pending keeps the social session active. A new customer message after Resolve starts a fresh session through your tenant’s normal conversation rules; see Messenger session handling, Instagram session handling, and WhatsApp session handling. While the conversation is Pending, an agent who belongs to its active Chat can continue sending public Chat replies until the active chat ends, subject to any social reply window. For web chat, each successful reply restarts the normal chat idle timer without changing Pending status. Resolved has no active Chat, but Public reply can use Email when the contact has an address. Public reply is initially selected whenever an eligible channel exists. Internal notes remain available in both statuses. 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. Ending a Messenger, Instagram, or WhatsApp Chat or closing its conversation ends that session. Reopening the conversation does not reactivate it. A new customer message resolves the next session under your tenant’s conversation rules; it does not transfer the old customer identity to a different Contact.