---
title: "Handle chats in 8x8 Contact Center for Zoho"
slug: "handle-chats-in-8x8-contact-center-for-zoho"
updated: 2026-07-23T10:06:46Z
published: 2026-07-23T10:06:46Z
canonical: "help.8x8.com/handle-chats-in-8x8-contact-center-for-zoho"
---

> ## 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 Zoho

You can chat with your customers in real time via the chat channel. A chat request from a customer is directed via chat channels and then to chat queues that you are a member of. 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 the 8x8 Contact Center app, you must:

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

The matching data is searched and found in CRM based on the email address. To trigger a chat request, customers must enter an email ID.

**To receive a new chat interaction:**

1. In the Contact Center app, click the **Change status** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-change-status_16x18(21).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A19%3A04Z&se=2026-11-04T00%3A19%3A04Z&sr=c&sp=r&sig=FdFAld817f6nIarWmz5i0KjdFsB3bkEs0cFgDzOBHvU%3D) menu option and change your status to **Available**. The chat notification in the app indicates an incoming chat request.
2. Preview the record details and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-accept-interaction_17x18(5).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A19%3A04Z&se=2026-11-04T00%3A19%3A04Z&sr=c&sp=r&sig=FdFAld817f6nIarWmz5i0KjdFsB3bkEs0cFgDzOBHvU%3D) to accept chat.

> [!NOTE]
> Notes:
> 
> - The reject interaction button ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-reject-interaction_17x18(4).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A19%3A04Z&se=2026-11-04T00%3A19%3A04Z&sr=c&sp=r&sig=FdFAld817f6nIarWmz5i0KjdFsB3bkEs0cFgDzOBHvU%3D)is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.
> - If you reject the chat, or fail to accept it before the acceptance interval lapses, your status is changed to **On Break**.
3. Depending on the settings, the incoming chat may generate a screen pop as follows:
  - If the chat is from an existing customer, the customer or case record pops for preview. In case of a multi-matching record, there is no screen pop and you must click the avatar to select the correct matching record.
  - If the chat is from a new customer, a record entry form pops up. Enter the details of the new customer, and save the customer record.
4. Answer the customer in the chat window and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-send_21x18(6).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A19%3A04Z&se=2026-11-04T00%3A19%3A04Z&sr=c&sp=r&sig=FdFAld817f6nIarWmz5i0KjdFsB3bkEs0cFgDzOBHvU%3D) to send your message. Your chat entry is posted on the customer's chat window. You are also notified of typing in progress on either end.
5. After finishing the chat, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-end-chat_22x18(4).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A19%3A04Z&se=2026-11-04T00%3A19%3A04Z&sr=c&sp=r&sig=FdFAld817f6nIarWmz5i0KjdFsB3bkEs0cFgDzOBHvU%3D). The timer indicates the time for wrap-up.

> [!NOTE]
> Note:
> 
> If the post-processing countdown interval reaches zero, 8x8 Contact Center automatically sets your status to **Available**.
6. You may be required to select an outcome for **Disposition**.
7. Click **Wrap u**p.
8. After a chat ends, a chat log is automatically generated and saved as a task. The log is associated with the matching record and includes information about the chat duration, tenant ID, agent name, customer name, time spent in the queue, chat transcript, and more.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/chat-single-match(1).gif?sv=2026-02-06&spr=https&st=2026-11-03T23%3A19%3A04Z&se=2026-11-04T00%3A19%3A04Z&sr=c&sp=r&sig=FdFAld817f6nIarWmz5i0KjdFsB3bkEs0cFgDzOBHvU%3D)