Chat with Analyst

You can chat with the assigned Analyst to know the updates about the Incident logged for you.

To chat with Analysts, perform the following steps:

1. Log in to the Application.
   

2. Select Incident > User > My Incidents.
   The My Incidents List page is displayed.
   

3. Click on the Incident ID hyperlink in the list page to view the Incident details.
   Incident details page is displayed.
   

4. Click on the user chat emoji  
   

   Figure: Incident ID
   

5. The Chat pop-up page is displayed. 
   

   Figure: Chat with the Caller
   

6. Type in the textbox and click on the send icon. The Analyst receives the chat communication in a Chat window.

The following table explains the availability status of the Analyst/End User for Chat functionality.

Note

• You can use the chat option if it is configured on the Server.

• If the basic chat is configured on the Application Settings page, the basic chat functions are available to the End User.

• Once chat Invite Analyst for chat icon is clicked, Analyst gets a notification e-mail with the chat link. The link is active for a time duration specified by the user. After the specified  duration the chat link becomes inactive and user needs to send a new chat request.