View the overview of a chat contact

The Text Map panel contains colored rectangles that represent the messages in a chat contact. This panel gives you a high-level picture of the conversation without needing to scroll. The responses from the agent who handled the contact are on the right, and responses from the customer and any other agents involved in the conversation are on the left. The messages from each person in the conversation are a different color for up to four different participants. (If a conversation has five or more participants, the colors repeat.).

Prerequisites

Your organization imports chat contacts into Workforce Optimization via a supported integration, not via the Generic Text Import API.
You have the View Contacts permission.

Page location

Interactions > Double-click a contact > Text Map panel

Procedure

Skip to a specific spot in the conversation

Click a rectangle to move to the corresponding message in the conversation. The message is outlined in red in the Chat Transcript panel.