When an agent is online and available and receives an incoming chat, it will appear in their Omni-Channel as a pop-up window.  You will have the option to decline or accept it.  The initial pop-up will show basic information such as the client's name. Please see the screenshot below.

Upon hovering over the chat, you will see more details.  It shows the client's first name, last name, and email. 

1. In the chat monitor, click Accept on the chat request.
   The chat log opens in a new primary tab. When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases.

2. Type your message to the customer in the message field.

3. Click Send or hit ENTER on your keyboard to send your message to the customer.

4. Click End Chat when you're done assisting the customer.
   If the customer ends the chat first, a notice appears in the chat log.

When a chat ends successfully—that is, when the chat is ended by a customer or an agent—the chat transcript is created as soon as the agent closes the chat window and any related tabs. 

Chat Etiquette:

Waiting Times:

• Clients should not wait more than 30 seconds to be connected to a chat (provided all agents aren’t currently engaged)
• Once in a chat, clients should never wait longer than 60 seconds for a response
• If you need time to find out information, let the client know that you will be a few minutes and update them periodically
• If you cannot find out the answer within 5 minutes, let them know you need to investigate further and open a ticket
• If a chat is lasting longer than 15 minutes and can’t be resolved, let them know you will open a ticket and investigate further
• If a client hasn’t responded to you within 3 minutes, ask them if they are still there. If they do not respond to you for another 2 minutes (5 minutes total) you can end the chat. *Note: If you do end the chat to inactivity, use the following verbiage “Hey! It looks like you are no longer available. I will be ending this chat, but if you need further assistance please open a new chat and we can continue assisting you!”