---
title: "Customer-to-Agent Chat"
slug: "multi-chat-customer-to-agent-chat"
updated: 2026-07-23T10:07:41Z
published: 2026-07-23T10:07:41Z
canonical: "help.8x8.com/multi-chat-customer-to-agent-chat"
---

> ## 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.

# Customer-to-Agent Chat

As an agent you can chat with up to six customers. When a customer chat arrives in the queue, it is offered to the available agent who has been waiting for the longest time.

**Before you start:**

1. Log in to the **(Undefined variable: 8x8VariablesSet.AgtConsole)**.
2. Click **Available**.
3. Go to **Profile** in the main menu.
4. In **Queue Assignment** go to **Chat** tab and check if you are assigned to the right chat queue. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AgtProfileQueueAssignment.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)

**To process a customer chat:**

1. In **(Undefined variable: 8x8VariablesSet.AgtConsole)**, when a new chat is offered, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon_ChatRed_27x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D) to go to the chat window.
2. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon_Accept.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)to accept the chat. The tab changes to ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon_IncomingChatRed_23x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D) indicating the number of active chats waiting.
3. The chat list gets updated with the customer information for an existing customer. The customer's detailed record also opens in a new tab.
4. Type your message in the chat window and click **Send**.

> [!NOTE]
> Note:
> 
> Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon_PopOut_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D) to open a chat window. The title bar in the popout chat window shows customer nickname, last name, first name, email ID. If it is a new customer, it shows Transaction ID.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AgtCustomerChat.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AgtCustomerChatPopOutWindow.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)
5. Status icons indicate if customer has sent you a message and waiting for your response. If the customer waiting time exceeds SLA, an alert icon in red shows up in the chat list. For details refer to [Table 1: Multi Chat Indicators.](/documentation/docs/multi-chat-customer-to-agent-chat#table1multi-chat-indicators)![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AgtChatCustomerWait01.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AgtChatCustomerWait02.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)
6. To accept a second incoming chat, click **Accept**. The customer chat list gets updated automatically.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AgtCustomerChatList.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)
7. Pop out chat window as desired. When you are done with chat, terminate the chat session by clicking **End**.
8. The chat enters post processing state allowing you to complete any pending task related to the chat. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/PostProcessingChat.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)

> [!NOTE]
> Note:
> 
> While Post Processing is honored for each individual chat interaction, your agent's status continues to be busy while handling multiple chats.
9. To save the chat transcription, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon_Triangle_24x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D) and select **Save** from the menu.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AGUI_TranscriptionLog.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)
10. Click **End Post Processing** to complete the session.![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/EndPostProcessing.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A58%3A21Z&se=2026-11-03T23%3A58%3A21Z&sr=c&sp=r&sig=9Cvj3a6TEorDHw3wxcN3UjID%2BsgxnLHOsH2lfPbwC5c%3D)

> [!NOTE]
> Note:
> 
> The customer name remains in the chat list while the post processing window is open. Closing the popout chat windows closes the window but does not end the chat.