In Chat

This section describes all the options available to Teammates during a chat with the customer.
When chatting with a client, the teammate's view of the chat is as follows:
There are twelve visible options for the teammates to select. These options are located on the top right of the chat, and right above the typing section. Each option will be described in the following sections. Starting from the top, the options from left to right are:
Placing the mouse over the messages will also display the time the message was sent and give you the option to write a note on the message. Check out Internal Notes for more information on this