End a Session

Agents have the ability to manually terminate a session simply by clicking the End session button next to the visitor information.

Shortcuts

NOTE
This feature is part of generative AI, available via the Dynamic Chat Prime subscription. Contact the Adobe Account Team (your Account manager) for details.

Shortcuts, powered by the generative AI Response library, is a great way to get help on the fly when chatting with a visitor. Simply type a forward slash (/) in the text box and choose ask or search.

Ask is for help with responses to a question.

  1. Type or choose /ask in the text box. Type your question and hit enter on your keyboard.

  2. An answer appears. Click the copy icon to have it pasted into the text box for you. You can edit the text prior to sending it to the visitor.

Search is for help finding pages related to specific text.

  1. Type or choose /search in the text box.

  2. Type what you want to search for and hit enter on your keyboard.

  3. Applicable links appear. Click the copy icon to have them pasted into the text box for you. You can make edits prior to sending the info to the visitor.

Activity History

Below the visitor information is activity history. View activity types and dates, and even view chat transcripts.

NOTE
Information is displayed for the past 90 days only.

Calendar Sharing

At the bottom of the live chat window is an icon that allows you to share your or another agent’s calendar with the chat visitor.

  1. Click the calendar icon.

  2. Choose the desired agent calendar and click Send.

  3. The chat visitor will be able to book a meeting.

Conversation Summary

NOTE
This feature is part of generative AI, available via the Dynamic Chat Prime subscription. Contact the Adobe Account Team (your Account manager) for details.

Conversation Summary generates a quick summary for you in real-time, including topics the visitor has expressed interest in. It is available in the bottom-right of every chat screen.

NOTE
A completed Conversation Summary can also be found in the activity log of the visitor’s Person Record in your Marketo Engage Database.
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