Cisco Cisco WebEx Support Center WBS29.8 User Guide
Chapter 2: Manage a Support Session
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Obtain permission from a customer automatically
1
Make a request to perform a support activity—such as to view or control a
customer's application.
customer's application.
Your request appears in a message box on the customer's screen.
2
Verbally ask the customer to check Grant permission for all actions during this
session without prompting again then select OK.
session without prompting again then select OK.
You can now freely view or control applications, view or control the desktop, transfer
files, or record a session.
files, or record a session.
Use chat
Either you or a customer can initiate a chat session. If provisioned for your site, your
Chat panel may display the Quick Phrase option. This feature must be turned on by
your site administrator in order for it to be available for customer support agents.
Chat panel may display the Quick Phrase option. This feature must be turned on by
your site administrator in order for it to be available for customer support agents.
1
Do one of the following:
On the CSR dashboard, click the Tools tab, and then click Chat.
On the floating icon tray, or in the multi-session window, click the Chat icon.
The Chat panel appears.
2
For Send to, select a user. If you want to send a message to all participants in the
session, select All Participants.
session, select All Participants.
3
If you have Quick Phrase enabled on your site, select a frequently used sentence.
4
If you do not have Quick Phrase enabled on your site, type a message in the box.
5
Click Send.
The recipient that you selected receives the chat message in his or her Chat panel.
Any messages that a customer or another support representative sends appear in your
Chat panel.
Chat panel.