Choose a consultation target. To consult with an agent group or skill, choose the name of the skill or group, and an available agent with that skill or in that group or interaction queue is notified of your consultation request.
Select Start Chat Consultation from the Action menu. An invitation is sent to the target. If the target accepts the invitation, a new chat interaction with the target is added to your Chat Interaction window, below your first interaction. If the target rejects the invitation, a system message is displayed at the top of the Chat Interaction window to inform you that the conference invitation has been rejected.
Either you or your target can end the chat consultation. Ending the chat consultation does not end your chat interaction with your contact.
Use the new chat interaction to send chat messages to your target without your contact seeing what you type or what your target responds.
The target sees the chat transcript between you and your contact.
If you click End () to end the session with your contact, the session with your consultation target also ends.
Both you and your target must click Mark Done () to close the interaction.
Note: If you have a pending response, and the Chat Interaction window is not the active window, it begins to flash in the Windows taskbar, regardless of the condition that is displayed by the pending-response indicator.