Logging Cases for Chats
- 14 May 2025
- 1 Minute à lire
- Imprimer
- SombreLumière
- .PDF
Logging Cases for Chats
- Mis à jour le 14 May 2025
- 1 Minute à lire
- Imprimer
- SombreLumière
- .PDF
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The Five9 chat process is the same as always, but logging the cases is quite different from the legacy CRM process.
At the end of the chat, select Set Disposition and select the most appropriate option.
(Optional) To minimize the Five9 adapter pane and display more of the CRM window, click the arrow.
On the CRM ribbon, select Refresh. Do not select the browser refresh or you might be disconnected from Five9.
In the middle column, find the chat record and select the three dot menu; then select Open Record.
In the open record, select the three dot menu, select Convert To; then select To Case.
In the Convert to Case dialogue box, select Convert.
Fill in all the usual fields in the case, such as College/Company, Case Type, Sub Case Type, Priority, etc.
Important: Make sure that you change the Origin from Email to Web.
Select Save, and then select Resolve Case.
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