Last updated December 6, 2023
When to use:
Best practices when using the internal chat feature in Genesys.
Protect private information:
When participating in a group chat (such as the support groups), never share private information. If you need help and it requires you to share someone's personal information, let the group chat know you have a sensitive issue that you'd like to take to a direct message with someone. Then, message the person individually so it is a one-on-one chat. If possible, an audio call with the person is even better.
Before transferring a call to a specific person:
Give the person a heads up by chatting them in advance of transferring the call to ensure they are available and ready to support.
Assume positive intent:
Chat is missing the benefit of tone and nonverbal cues, increasing the odds for miscommunication to occur. Therefore, let's all assume positive intent. If something bothers you in an interaction, see if you can follow up in a video or audio call.
Support chats:
To limit distractions and discourage staff from muting support chats, please limit responses such as "okay" and "thank you" in support chats--especially if you are a third party to the conversation.