---
title: "Handle chats in 8x8 Contact Center for NetSuite"
slug: "handle-chats-in-8x8-contact-center-for-netsuite"
updated: 2026-07-23T10:07:00Z
published: 2026-07-23T10:07:00Z
canonical: "help.8x8.com/handle-chats-in-8x8-contact-center-for-netsuite"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle chats in 8x8 Contact Center for NetSuite

A chat channel facilitates communication of interactions in and out of a **8x8 Contact Center for NetSuite** tenant. When an interaction comes to the channel via chat, it is directed to the appropriate queues via skill-based routing rules.

To receive or send chats using **8x8 Contact Center for NetSuite**, you must:

- Be a member of the chat queue to which the chat is routed.
- Place yourself in the **Available** status.

The data lookup for searching in **NetSuite** is via an email address. To trigger a chat request, customers must enter an email ID. If the application is open when a chat is offered, the call panel displays indicating an incoming interaction.

**To process a chat interaction:**

1. When an interaction is offered, accept the chat from the call panel.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/incoming-chat.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A03Z&se=2026-11-04T00%3A22%3A03Z&sr=c&sp=r&sig=daqOhn5Xp1JQNIcvCBVpByTWhhAd5%2BIpx6BaL6Ent94%3D)
2. The avatar indicates the number of matching records. Click the avatar ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image(115).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A03Z&se=2026-11-04T00%3A22%3A03Z&sr=c&sp=r&sig=daqOhn5Xp1JQNIcvCBVpByTWhhAd5%2BIpx6BaL6Ent94%3D) to access the list of matches.
3. Answer the customer in the chat window and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image(116).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A03Z&se=2026-11-04T00%3A22%3A03Z&sr=c&sp=r&sig=daqOhn5Xp1JQNIcvCBVpByTWhhAd5%2BIpx6BaL6Ent94%3D) to send your message.
4. To add your notes for the interaction, select **Notes** from the bottom of the **8x8 Contact Center** app.
5. Click **End** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image(117).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A03Z&se=2026-11-04T00%3A22%3A03Z&sr=c&sp=r&sig=daqOhn5Xp1JQNIcvCBVpByTWhhAd5%2BIpx6BaL6Ent94%3D) to finish the chat. The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to add more notes for the chat.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/live-chat.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A03Z&se=2026-11-04T00%3A22%3A03Z&sr=c&sp=r&sig=daqOhn5Xp1JQNIcvCBVpByTWhhAd5%2BIpx6BaL6Ent94%3D)

> [!NOTE]
> Note:
> 
> Your administrator sets the post-processing timer. If the post-processing countdown interval reaches zero, **8x8 Contact Center** for **NetSuite** automatically sets your status to **Available**.
6. If required, select a disposition code.
7. Click **Wrap up**, or wait for the chat to terminate.
8. Click **Work Offline** if you need more time to complete any post-processing tasks.
9. At the termination of the chat interaction, the chat log (**Phone Call**) pops. The log includes information about the time the chat was initiated, accepted, and terminated, along with the chat transcript.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/chat-log.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A22%3A03Z&se=2026-11-04T00%3A22%3A03Z&sr=c&sp=r&sig=daqOhn5Xp1JQNIcvCBVpByTWhhAd5%2BIpx6BaL6Ent94%3D)