When a chat is routed to an agent, they will receive an IM with a text notification that someone is looking for help, and to press ‘y’ to accept the chat. To accept a chat request using XMPP©, type ‘y’ and then send. Once the agent has accepted the chat, they will immediately be connected with the seeker.
To decline a chat request using XMPP©, type ‘n’ and then send. Once the agent has declined the chat, the request will be routed to another agent. If you wait past a predetermined amount of time to accept, it will be counted as ignored and also rerouted to another agent.
