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Joining Instant Messenger Conversations

Agents can create a new instant messsage conversation by clicking the new item icon and then clicking Instant Message. They can also go to the Instant Messenger area of the tree view, click on Active Chats and then click on the Newt button in the content pane. Regardless of how the instant message is started a new IM window with the following fields will open:

  • Agent - Select an agent to IM from the list.
  • Message - The text of the initial message you want to send.

To start the IM, type a message in the Message area and click Send. The agent you're starting the IM with will have a pop-up window appear with your name and message.

Agents can also join any active IM to which they have been invited, even if they previously ignored or rejected the IM. To join an IM already in progress, select the IM and click the Join button in the content pane toolbar or preview pane toolbar. This will open the IM in a pop-up window.