Suspending a Chat Session

Permissions Required: Use Media Chat

During a chat session, you may want to investigate an issue before responding to a visitor or the visitor's computer may need to be restarted. CampusNexus CRM allows you to leave a chat session or temporarily suspend the session and resume it later when the visitor and you are ready to chat.

When the visitor's computer needs to be restarted, you must:

•    Inform the visitor you are going to suspend the chat session.

•    Request the visitor to reconnect to the same session by sending you a chat request after restarting the computer.

•   Explicitly resume the chat session when the visitor's chat request arrives. The chat session is not automatically resumed when the visitor reconnects to it.

To Suspend a Chat Session

1.  In the My Session pane, select the chat session you want to suspend.

2.  From the Chat menu, select Suspend Session.

By default, one of the values Investigation and Visitor Machine Restart can be selected as the cause of suspension. Your administrator can define additional values.

Behavior on the Visitor's Side

The visitor can suspend a chat session by clicking the Suspend button. It is also suspended when the visitor closes the chat window or navigates away from the chat session by typing a different URL in the address bar of the chat browser window. The visitor can reconnect to the same session by sending a chat request.